HCLTech Dispatch & Logistics Coordinator Jobs in Madurai

Job Summary

The E1 Dispatch & Logistics Coordinator gives operational coordination support for onsite IT service delivery. The role handles dispatch activities, works with end users, OEM vendors and warehouse partners, and keeps asset and CMDB records up to date. It supports smooth hardware replacement, repair, refresh, logistics and field support, while keeping inventory and service records accurate across the organization.

Key Responsibilities

Dispatch Partner Coordination

• Coordinate with dispatch partners and field engineers on ticket assignments and service delivery.
• Track dispatched cases and make sure agreed Service Level Agreements (SLAs) are met.
• Monitor open queues and follow up on pending dispatch activities proactively.
• Escalate delays or service risks to the right stakeholders in good time.
• Keep dispatch status updates current in the ticketing system and log them accurately.
• Prepare dispatch summary reports and share updates with team leads and operations management.

User Coordination

• Act as the main point of contact for end users on hardware delivery, replacement, repair and collection.
• Schedule user appointments for onsite support, device swaps and hardware refresh programs.
• Share ticket updates, delivery schedules and service status with users in a timely, professional manner.
• Collect user confirmations, acknowledgements and satisfaction feedback at service closure.
• Maintain records of user interactions and coordination activities for audit and reporting.

OEM / Vendor Coordination

• Coordinate with OEMs such as HP, Dell and Lenovo, and authorized service partners, on warranty cases and repairs.
• Track OEM service requests, repair status and parts availability through the service lifecycle.
• Arrange spare parts delivery and OEM engineer visits for onsite repairs as needed.
• Follow up with vendors regularly to secure timely resolution and SLA compliance.
• Maintain accurate records of warranty claims, repair cases and OEM escalations.
• Support vendor performance tracking and flag recurring issues to the operations team.

Warehouse Coordination

• Work with warehouse teams on stock availability, shipment processing, asset receipt and return logistics.
• Track hardware movement between warehouses, end users, OEMs and onsite support locations.
• Support inventory reconciliation, hardware refresh programs and bulk deployment activities.
• Make sure asset issuance, returns and transfers are documented in the relevant systems.
• Assist with logistics and device lifecycle activities, including disposal and decommissioning.
• Confirm dispatch readiness and shipment status with warehouse teams for all service activities.

CMDB Updation & Asset Management

• Update CMDB records accurately for asset allocation, device swaps, returns and disposals.
• Maintain asset inventory accuracy, including ownership, location and assignment details.
• Validate serial numbers, asset tags, physical locations and user mappings in the CMDB.
• Run regular audits of asset records to keep data accurate and compliant.
• Support asset lifecycle tracking, reporting and data cleansing.
• Work with the IT asset management team to align CMDB data with ground-level inventory.

Ticket & Documentation Management

• Update incidents, service requests and work orders in ITSM tools such as ServiceNow, Remedy or similar platforms.
• Maintain operational documentation, activity logs and process records.
• Prepare daily or weekly status reports and share them with the operations team as required.
• Make sure closure notes, supporting documents and evidence are complete and accurate for all service activities.