Service Coordinator

Unox, a market leader in the production of high-end ovens and a certified Great Place to Work in Malaysia, is seeking a detail-oriented and customer-focused Service Coordinator to manage service operations, schedule repairs, and ensure timely maintenance of our combination ovens. This role serves as the primary point of contact between customers, service technicians, and internal teams, ensuring seamless service delivery and high customer satisfaction.

Activities

• Record all customer and dealer calls in Salesforce. Immediately acknowledge the complaint by sharing a unique Complaint Number with the customer/dealer via email or phone.
• Allocate daily service calls to technicians based on priority, location, and availability through sales force.
• Ensure that the pre-installation checklist is shared with the customer or dealer in advance, prior to scheduling the engineer’s site visit for Installation of machine.
• Monitor open calls, particularly those pending due to warranty parts or approvals. Provide timely updates to customers/dealers on the status and expected resolution timeline.
• Ensure technicians submit their service reports on a daily basis. Verify and upload the reports into the sales force for future reference.
• Prepare quotations for service charges, installation charges, chemicals and spare parts based on technician reports. Coordinate with the Order Management Team for invoicing, order processing, and dispatch of parts.
• Inform the customer/dealer upon successful completion of the service call and share the signed Service Report via email and update the sheet to mark the case as closed.
• Daily update sales force activities and task within the respective assets and technician visit to maintain transparency and smooth coordination.
• Ensure adherence to defined TAT (Turnaround Time) for all service activities.

Requirements

• Previous experience in a service coordination, customer support, or maintenance role
• Fluent English
• Strong customer service mindset with a proactive approach
• Strong organizational skills and attention to detail
• Excellent communication and problem-solving skills
• Proficiency in Microsoft Office Suite and service management software
• Strong Knowledge of commercial kitchen equipment and combination ovens is a plus