Aftersales Coordinator

About the role

Manage the day-to-day operations of the service center, overseeing repair, warranty, and aftersales activities. Ensure all operations comply with company SOPs, monitor workflow to achieve repair turnaround time targets, and allocate manpower and resources to maximize productivity.

Key responsibilities

• Manage the day-to-day operations of the service center
• Ensure all repair, warranty, and aftersales activities comply with company SOPs
• Monitor workflow to achieve repair turnaround time (TAT) targets
• Allocate manpower and resources to maximize productivity
• Oversee the repair process from receiving to final release
• Coordinate with Technical Supervisors and Technicians to ensure repair quality
• Monitor pending repairs and resolve operational bottlenecks
• Ensure proper quality inspection before releasing repaired units
• Track and analyze service center KPIs, including Repair Turnaround Time (TAT), Technician Productivity, First-Time Fix Rate (FTFR), Customer Satisfaction (CSAT), Warranty Claim Accuracy, and Backlog Levels
• Prepare and submit operational reports to management

About you

• Bachelor's degree in Business Administration, Industrial Engineering, Operations Management, or any related field
• Experience in service center, aftersales, operations, or technical management
• Knowledge of repair processes, warranty management, and aftersales operations
• Excellent analytical and problem-solving skills
• Proficient in Microsoft Office (Excel, Word, PowerPoint)
• Strong communication and customer service skills
• Ability to monitor KPIs and prepare operational reports
• Can work under pressure and manage multiple priorities
• Willing to be assigned to the designated service center location
• Willing to travel and conduct field visits when necessary