Engineering Support Coordinator
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About the Role
Job Brief:The Engineering Support Coordinator is responsible for managing customer relationships, administrative support, and service operations.Description: Customer Relationsh.
Key Skills for This Role
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Overview
Job Brief:The Engineering Support Coordinator is responsible for managing customer relationships, administrative support, and service operations.Description:
Customer Relationship Management
§ Communicate with customers to provide detailed information about machine contracts and available services.
§ Receive service inquiry calls from customers and assign the appropriate service engineer to resolve the issue.
§ Respond to customer inquiries regarding service schedules.
§ Conduct customer satisfaction surveys and analyse feedback to identify areas for improvement.
Administrative Responsibilities
§ Provide comprehensive administrative support, including filing records, compiling weekly reports from Service Engineers, and reporting any occurrences directly to the Line Manager.
§ Prepare and submit all necessary documentation for Health Authority compliances related to new installations to ensure high standards of customer service.
§ Maintain and update a database of instruments, customers, and service contracts for all existing clients on a regular basis.
§ Prepare necessary documentation for ISO and supplier audits.
Service Operations Coordination
§ Oversee the seamless execution of service operations carried out by Service Engineers.
§ Monitor inventory levels of spare parts, consumables, and reagents to ensure continuous optimal performance of instruments.
§ Collaborate with the Sales and Accounts Departments to track transactions related to spare parts orders, service contract invoicing, and payments.
§ Generate system actions (SO, CQ, PO) as required.
§ Receive the Installation Request Form from the sales team, create the asset, and coordinate with the Line Manager to allocate tasks among the service team.
§ Collect final acceptance documents from the service team and share them with the Finance and Collection teams.
§ Track and oversee the progress of job orders and service contracts.
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