Manager - Service — deputy-manager-customer-support

Male / Female

Job Title: Service Coordination Executive / Customer Support Coordinator

Location: Mahape - Navi Mumbai

Department: Service

Reports To: Service Manager / Head of Customer Support

About Spectralab

Spectralab is a leading manufacturer and supplier of high-quality laboratory instruments and analytical testing equipment. Our commitment to precision, reliability, and service excellence has made us a trusted partner to laboratories across industries such as pharmaceuticals, chemicals, food, and research institutions.

Role Overview

The Service Coordination Executive / Dy Manager Customer Satisfaction will be responsible for managing the complete post-sales service support cycle — from customer communication and engineer allocation to escalation management and inter-departmental coordination. This role requires excellent communication, multitasking, and problem-solving skills to ensure timely customer satisfaction and service delivery.

Key Responsibilities

1. Customer Coordination:
2. Serve as the primary point of contact for all service-related customer queries, requests, and escalations.
3. Ensure customers receive timely responses, even when the final solution is pending.
4. Engineer Allocation & Scheduling:
5. Assign, monitor, and manage service engineer visits and field activities based on priority, geography, and workload.
6. Track service jobs to ensure completion within SLA timelines.
7. Escalation Management:
8. Handle customer concerns effectively to avoid severe escalations.
9. Communicate professionally and empathetically with customers to maintain satisfaction and trust.
10. Ensure internal stakeholders are aware of potential risks and issues.
11. Cross-Department Coordination:
12. Liaise with departments such as R&D, Production, Logistics, and Sales to identify and implement service solutions.
13. Follow up proactively with all internal teams until resolution is achieved.
14. Reporting & Documentation:
15. Maintain service logs, engineer performance records, and customer feedback reports.
16. Generate periodic updates on open calls, closed calls, and customer satisfaction metrics.

Key Skills & Competencies

1. Excellent verbal and written communication skills in English and Hindi and other south language will be an added advantage. 
2. Strong coordination and follow-up ability.
3. Problem-solving mindset with customer-first approach.
4. Ability to remain calm and professional under pressure.
5. Proficiency in MS Office and CRM or ERP systems (e.g., Tally, SAP, or Zoho Service tools).
6. Strong organizational and time management skills.

Qualifications

1. Graduate or Diploma in Engineering / Science / Business Administration preferred.
2. 2–5 years of experience in customer service coordination, technical service support, or service administration, preferably in instrumentation or equipment manufacturing industries.

Why Join Us

1. Opportunity to work with a leading brand in analytical instrumentation.
2. Dynamic, collaborative, and customer-focused work culture.
3. Exposure to technical and operational aspects of laboratory instrumentation service.