Technical Services Coordinator

Job Overview

The Technical Service Coordinator is responsible for managing and coordinating service requests, ensuring seamless communication between customers and service engineers, and maintaining service records. This role plays a crucial part in supporting the technical service team, handling customer complaints, scheduling service appointments, and ensuring timely resolution of service-related issues. The ideal candidate will possess strong organizational skills, attention to detail, and a customer-centric approach to service coordination.

Job Responsibilities

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).