After Sales Coordinator

About the role

Sentausa Group is seeking an experienced After Sales Coordinator to join our team in Jakarta on a full-time basis. This role is critical to ensuring exceptional customer satisfaction and support following the sale of our electrical and electronic engineering products. As After Sales Coordinator, you will be the vital link between our customers and internal teams, managing service requests, coordinating warranty claims, and ensuring timely resolution of technical issues. This position plays a strategic role in maintaining customer relationships, gathering valuable feedback, and contributing to the continuous improvement of our after-sales services.

Key responsibilities

• ordinate and supervise the after-sales and technical service team, including workload allocation and service execution.
• Manage customer complaints, service requests, repairs, maintenance, troubleshooting, and technical support through timely resolution.
• Coordinate service schedules, maintenance visits, repairs, and product demonstrations with customers and technical teams.
• Maintain effective customer communication, ensuring service updates, satisfaction, and long-term customer loyalty.
• Monitor service history, warranty records, spare parts, and technical documentation to ensure accurate and efficient service delivery.
• Analyze recurring complaints and technical issues to identify improvement opportunities.
• Prepare service reports and performance metrics to monitor team efficiency, service quality, and customer satisfaction.
• Support customer training, technical documentation, and continuous improvement of after-sales processes.

What we're looking for

• Bachelor’s degree in Engineering, Mechanical Engineering, Electrical Engineering, Management, or a related field.
• Minimum 3 years of experience in after-sales service, technical support, customer service coordination, or related roles.
• Good understanding of machinery, equipment, electrical systems, and basic troubleshooting principles.
• Comfortable working in field-based environments and handling technical service activities.
• Strong leadership, communication, negotiation, and customer relationship management skills.
• Strong problem-solving, analytical, organizational, and time-management abilities.
• Proficient in Microsoft Office; experience with CRM or technical ticketing systems is an advantage.
• Able to collaborate effectively with technical, operations, sales, and other cross-functional teams.
• Customer-oriented, target-driven, proactive, resilient, and adaptable.
• Willing to learn new technologies and develop technical knowledge, particularly in the flooring industry.
• Good command of Bahasa Indonesia and English, both written and verbal. Proficiency in Mandarin is preferred and will be considered an advantage.