Support Coordinator _ ELV Systems

Role overview

Qualifications and experience

• Bachelor’s degree or diploma in Business Administration, IT, Electronics, Engineering, or a related discipline.
• Minimum 2–4 years in service coordination, technical support coordination, operations support, customer service, or a similar role.
• Experience with ELV, CCTV, access control, networking, ICT, security systems, MEP, or systems integration is preferred.
• UAE experience and familiarity with service or AMC operations are advantageous.
• Microsoft Office knowledge is required; ERP/CRM/service-management experience is desirable.

Key responsibilities

• Receive and coordinate customer service requests, complaints, breakdown calls, and support requirements; maintain accurate service tickets and job records.
• Coordinate technician and engineer schedules, site visits, maintenance, installations, inspections, and follow-up visits.
• Monitor service calls, SLA timelines, open-case trackers, pending actions, completed jobs, repeat visits, escalations, and closures.
• Coordinate customer access, appointments, permits, contact details, and site availability.
• Collect service reports, job sheets, timesheets, photos, material requirements, and customer acknowledgements from engineers.
• Coordinate spare parts, replacement units, tools, and materials with stores, procurement, logistics, and vendors; support warranty/RMA records.
• Maintain AMC and contract information, customer and site records, assets, service schedules, and preventive-maintenance plans.
• Track expiring AMCs and renewals; escalate critical cases, SLA risks, repeated failures, complaints, and unresolved issues.
• Support invoicing readiness and assist with dashboards, KPI reports, meeting updates, and service coordination.

Skills and competencies

• Strong coordination, follow-up, and organizational skills; customer-service orientation and professional communication.
• Ability to prioritize multiple service requests under time-sensitive conditions and maintain accurate records.
• Analytical and problem-solving ability; effective communication with customers, technicians, engineers, vendors, and management.
• Good written and spoken English; additional languages are an advantage.
• Proficiency in Excel trackers, reporting, and email communication.

Indicative performance indicators

Pay

• Up to AED 3,500 per month.

Work location

• Work is in person.