Job description
About the roleThe After-Sales Coordinator is responsible for coordinating and monitoring the after-sales activities of heavy construction equipment, ensuring that customer service requests, preventive maintenance, repairs, warranty claims, spare parts requirements, and technical concerns are handled efficiently and on time. The position serves as a key coordination point between customers, service technicians, field engineers, spare parts, sales, logistics, and suppliers to ensure equipment concerns are properly addressed and customers receive timely updates and support.
Key ResponsibilitiesReceive and coordinate customer requests related to equipment servicing, repairs, preventive maintenance, inspections, and technical concerns.Coordinate service schedules and dispatch service technicians to customer sites.Monitor the status of equipment repairs, preventive maintenance, and field service activities.Coordinate with the Parts Department to ensure required parts are available for scheduled repairs and maintenance.Prepare and monitor service quotations, job orders, service reports, and other after-sales documents.Process and monitor warranty claims, including required documents, inspection reports, and supporting information.Follow up with technicians regarding service progress, findings, recommendations, and completion of work.Communicate repair status, service schedules, parts availability, and expected completion dates to customers.Coordinate equipment inspections, preventive maintenance schedules, and periodic service requirements.Monitor pending service jobs, back orders, parts requirements, and unresolved customer concerns.Coordinate with suppliers or manufacturers regarding technical issues, warranty claims, parts concerns, and service-related matters when required.Maintain accurate records of equipment units, serial numbers, operating hours, service history, warranty status, and customer information.Prepare daily, weekly, and monthly after-sales/service reports for management.Assist in monitoring service-related costs, quotations, billing requirements, and completed job documentation.Escalate critical equipment issues, customer complaints, delayed repairs, and warranty concerns to the appropriate manager.Follow up with customers after completion of service to confirm that concerns have been properly addressed.Maintain good working relationships with customers and provide professional after-sales support.Assist the Service Manager or After-Sales Manager in improving service processes and customer satisfaction.Perform other related duties as assigned by management.QualificationsBachelor's degree in any related field is preferred.Experience in after-sales service, heavy equipment, construction equipment, automotive, machinery, or a related industry is an advantage.Experience coordinating technicians, field service activities, spare parts, or customer service is preferred.Good understanding of heavy equipment service and maintenance processes is an advantage.Proficient in Microsoft Office, particularly Excel, Word, and email applications.Experience using ERP or equipment/service management systems is an advantage.Strong organizational and coordination skills.Excellent communication and customer service skills.Ability to handle multiple service requests and prioritize urgent equipment concerns.Strong attention to detail and ability to maintain accurate service records.Willingness to coordinate with field personnel and customers at different job sites when required.Preferred KnowledgePreventive and corrective maintenance processesHeavy construction equipment and machineryEquipment parts and componentsWarranty procedures and documentationService scheduling and technician dispatchEquipment service reports and job ordersSpare parts coordinationCustomer complaint and escalation handlingBasic understanding of equipment operating hours and maintenance intervalsKey Performance Indicators (KPIs)Response time to customer service requestsTimeliness of service scheduling and technician dispatchService request completion ratePreventive maintenance scheduling complianceWarranty claim processing timeAccuracy of service documentationParts and service coordination efficiencyCustomer satisfaction and follow-up completionNumber of pending or overdue service requestsTimeliness and accuracy of after-sales reports
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