Technical Services Coordinator

Job Overview

Customer Service & Relationship Management

• Handle customer complaints, document details, and maintain a complaint log file.
• Build strong relationships with customers and partners to achieve divisional objectives.
• Respond promptly to customer needs and meet commitments.
• Collect and analyze customer feedback to improve service quality.
• Develop and maintain business relationships with current and prospective customers.

Service Call & Appointment Management

• Receive and log service calls from customers via phone and email.
• Assign service requests to the appropriate engineers based on their skill matrix.
• Manage engineers’ schedules, appointments, and service call assignments.
• Register service calls in C4C and CAFM and assign tasks to responsible engineers.
• Provide service call reports to the service supervisor and manager as needed.
• Process customer inquiries and provide quotations for required services or parts.

Installation Coordination

• Receive installation requests and documents from sales administrators.
• Assign installation requests to suitable engineers based on skill sets.
• Prepare and distribute all installation-related documents to assigned engineers.
• Follow up on installation progress to ensure timely completion per customer requirements.
• Register installed equipment in the C4C and CAFM database.
• Maintain installation records and report performance metrics to management.

Preventive Maintenance & Warranty Management

• Generate and assign Preventive Maintenance (PPM) tickets for engineers.
• Follow up on open PPM tickets to ensure timely completion.
• Report PPM job performance metrics to service supervisors and managers.
• Notify customers and service sales teams of warranty expirations.
• Initiate service contract discussions with customers.
• Process warranty claims with suppliers and track claim statuses.
• Coordinate the return of defective parts and follow up on credit notes.

Administrative & Financial Responsibilities

• Handle petty cash for the service department and provide funds to engineers as needed.
• Obtain and submit invoices for consumed petty cash to the finance department.
• Process and track spare parts orders for field service engineers.
• Conduct TSU surveys to gather customer feedback and record insights in C4C.
• Maintain accurate records of customer interactions, feedback, and complaints.
• Ensure professional and efficient customer support, enhancing overall satisfaction.

Qualification & Experience

• Bachelor’s degree in Engineering, Business Administration, or a related field.
• 3+ years of experience in a technical service coordination role.
• Strong knowledge of service coordination, customer support, and technical support processes.
• Experience with CRM or service management systems (e.g., C4C, SAP, or similar platforms).
• Excellent communication and problem-solving skills.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Strong attention to detail and ability to maintain accurate records.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).