Aftersales Support Coordinator

Position: Aftersales Support Coordinator

Department: Service

Reports to: Service Division Manager

JOB SUMMARY:

The Aftersales Support Coordinator will provide dedicated coordination and administrative

support for customers after the sale and delivery of units, equipment, parts, and related

products.

The role will serve as a bridge between customers, Sales Executives, and the Service

Team, ensuring that customer concerns, service requests, warranty requirements, parts

needs, and other aftersales matters are properly received, coordinated, monitored, and

followed through until completion.

The position will help ensure that customers continue to receive proper support after the

sale while reducing the administrative and follow-up workload of Sales Executives and the

Service Team.

The ideal candidate is customer-oriented, organized, proactive, responsive, and able to

coordinate effectively with multiple teams.

DUTIES & RESPONSIBILITIES:

1. Customer Aftersales Support

• Receive and document customer concerns, inquiries, requests, and service-related

issues after the sale and delivery.

• Act as an initial point of coordination for customers requiring aftersales assistance.
• Gather relevant information regarding the customer's unit, equipment, concern, and

service history.

• Provide customers with timely updates regarding the status of their requests.
• Maintain professional and courteous communication with customers.
• Conduct customer follow-ups after service completion to confirm that concerns

have been properly addressed.

2. Service Request Coordination

• Coordinate customer service requests with the Service Team.
• Assist in scheduling service visits, inspections, repairs, preventive maintenance,

and other service requirements.

• Coordinate with Service Coordinators, Service Engineers, and Technicians regarding

customer concerns.

• Follow up on service requests to ensure that they are acted upon within the

expected timeframe.

• Monitor the progress of ongoing service concerns and provide updates to customers

and Sales Executives.

• Assist in identifying and prioritizing urgent customer concerns.

3. Sales & Service Coordination

• Serve as the communication bridge between Customers, Sales Executives, and the

Service Team.

• Keep Sales Executives informed of customer concerns involving their accounts or

sold units.

• Coordinate with Sales regarding customer requests that require technical, service,

commercial, or account-related action.

• Ensure that customer concerns are properly endorsed to the appropriate

department or personnel.

• Follow up with concerned personnel until the required action has been completed.
• Ensure that Sales Executives are updated regarding significant delays, unresolved

issues, or customer complaints.

4. Monitoring of Open Service Concerns

• Maintain an updated monitoring list of open customer concerns and service

requests.

• Track each concern from initial receipt through service action, resolution, and

closure.

• Follow up on pending service reports, technician findings, quotations, approvals,

parts requirements, and other outstanding items.

• Monitor unresolved customer concerns and ensure appropriate follow-up is

conducted.

• Identify concerns that have remained unresolved beyond the expected timeline.
• Escalate delayed or unresolved concerns to the appropriate supervisor or manager.
• Ensure completed concerns are properly documented and closed.

5. Warranty Coordination

• Assist in coordinating warranty-related customer concerns and requirements.
• Gather necessary documents, photographs, reports, serial numbers, and other

information required for warranty evaluation.

• Coordinate with Service and other concerned personnel regarding warranty

assessment and approval.

• Monitor the progress of warranty-related requests and provide appropriate updates

to customers and Sales.

• Maintain organized records of warranty requests, approvals, and supporting

documents.

• Follow up on pending warranty requirements to prevent unnecessary delays.

6. Parts Coordination & Follow-Up

• Coordinate with the Service and Warehouse/Parts Team regarding parts required for

customer service concerns.

• Monitor the availability and status of requested parts.
• Follow up on pending parts orders, releases, deliveries, and other requirements.
• Provide customers and Sales Executives with appropriate updates regarding parts

availability and expected timelines.

• Escalate critical or delayed parts requirements that may affect service completion.

7. Customer Concern Tracking & Reporting

• Maintain accurate records of customer concerns, service requests, warranty cases,

and aftersales activities.

• Update monitoring sheets, CRM records, service trackers, or other company

systems as required.

• Prepare regular reports on open, completed, pending, and escalated customer

concerns.

• Monitor recurring customer concerns and report significant issues to management.
• Ensure supporting documents and service records are properly filed and

maintained.

8. Escalation & Resolution Monitoring

• Monitor unresolved customer concerns and ensure they are actively followed up.
• Escalate concerns that are delayed, repeatedly unresolved, or require management

intervention.

• Coordinate with the appropriate department to prevent customer concerns from

being overlooked.

• Assist in maintaining clear and timely communication with customers during delays

or extended service periods.

• Ensure every open concern has a clear status, responsible person, and next action.
• Help ensure that customer concerns are properly closed only after the required

action has been completed.

9. Customer Follow-Up After Service

• Contact customers after service completion to confirm that the reported concern

has been addressed.

• Gather customer feedback regarding the completed service.
• Document any remaining concerns or additional service requirements.
• Endorse unresolved or recurring issues back to the Service Team for appropriate

action.

• Update the service or customer record accordingly.

10. Aftersales Administrative Support

• Provide administrative and coordination support to the Sales and Service Teams.
• Assist in preparing customer communications, service documentation, reports, and

monitoring records.

• Maintain organized customer, unit, warranty, and service records.
• Assist with encoding and updating aftersales information in company systems.
• Perform other related duties that may be assigned by management.

QUALIFICATIONS & COMPETENCIES

• Graduate of Business Administration, Marketing, Operations Management,

Customer Service, Logistics, or any related course.

• At least 1 year of experience in customer service, sales coordination, aftersales,

service coordination, logistics, or a related role is preferred.

• Fresh graduates with strong communication, organizational, and coordination skills

may be considered.

• Experience in dealing directly with customers is an advantage.
• Experience in the automotive, equipment, machinery, technical products, or

service industry is an advantage.

• Proficient in Microsoft Office / Google Workspace, particularly Excel or Google

Sheets.

• Familiarity with CRM, ERP, inventory, or service management systems is an

advantage.

• Willing to learn basic product and technical information to better understand

customer concerns.

KEY SKILLS

• Customer Service
• Aftersales Coordination
• Sales & Service Coordination
• Service Request Monitoring
• Customer Follow-Up
• Warranty Coordination
• Parts Coordination
• Documentation & Reporting
• Task Monitoring
• Escalation Management
• Problem Solving
• Communication
• Organization & Time Management
• Attention to Detail
• Multitasking

PERFORMANCE EXPECTATIONS

The Aftersales Support Coordinator is expected to help ensure that:

• Customer concerns are properly received, recorded, and endorsed.
• Sales Executives are kept informed of important customer issues.
• Service requests are properly coordinated and scheduled.
• Technicians and Service personnel receive the necessary information and followups.
• Warranty and parts requirements are properly monitored.
• Open service tickets and customer concerns do not remain unattended.
• Customers receive timely updates throughout the service process.
• Customers are contacted after service completion.
• Delayed or unresolved concerns are escalated appropriately.
• Aftersales records and reports are complete and updated.
• Sales Executives and Service personnel spend less time on administrative followups and more time on their core responsibilities.

Pay: Php20,000.00 - Php25,000.00 per month

Benefits:

• Company events
• Free parking
• On-site parking
• Paid training
• Promotion to permanent employee

Work Location: In person