Aftersales Service Coordinator

The Aftersales Service Coordinator is responsible for coordinating customer service and repair cases from unit intake until release. The role ensures proper documentation of received units, initial visual assessment, timely customer communication, and monitoring of repair progress. The position serves as the coordination point between customers, Technical Support, and the Repair Team to ensure that service cases are properly tracked, customer concerns are addressed, and established aftersales procedures are followed.

Key Responsibilities

• Receive and register customer units submitted for repair, inspection, or other aftersales services. Record customer information, product model, serial number, reported concern, date received, and included accessories.
• Perform an initial visual assessment of the unit's external condition. Take photos and document visible damage, missing accessories, and other observable irregularities.
• Provide customers with updates regarding assessment results, repair status, estimated completion dates, and pickup arrangements.
• Coordinate customer approvals for repair work, additional charges, or other required actions. Handle customer concerns professionally and escalate complaints or disputed cases to the Aftersales Supervisor.
• Coordinate with the Repair Team regarding technical assessment, repair progress, parts requirements, and completion status. Monitor repair deadlines, pending approvals, and delayed cases.
• Check the completeness of required customer information, purchase documents, serial numbers, and warranty records. Coordinate warranty assessments and claims with authorized personnel.
• Coordinate with the Repair Team and Warehouse regarding spare parts requirements and availability. Follow up on parts requests and record delays that may affect repair completion.
• Maintain accurate and updated repair records in the designated tracking system. Ensure intake photos, customer communications, approvals, repair updates, and testing results are properly documented.
• Prepare regular reports on repair status, pending cases, overdue repairs, turnaround time, and units awaiting pickup. Ensure compliance with established repair intake, documentation, customer notification, and unit release procedures.
• Perform other tasks and responsibilities as assigned by the Aftersales Supervisor or Technical Supervisor, based on departmental and operational needs.