Service Coordinator

SUMMARY:
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POSITION INFO:

Service Coordinator

Location: Pietermaritzburg
Industry: Office Automation

We are seeking a highly organised and proactive Service Coordinator to join our dynamic team within the office automation industry. This role is ideal for someone who thrives in a fast-paced environment and enjoys coordinating between customers, technicians, and internal teams.

Minimum Requirements:

• Minimum 1 year experience in a service coordination / administrative role

• Experience within the office automation / technical service environment is advantageous

• Strong computer literacy

• Excellent organisational and multitasking skills

• Strong communication and customer service abilities

• Ability to work under pressure and meet deadlines

Key Responsibilities:

• Receive and log all customer service calls and consumables requests

• Plan and assign service calls to technicians, monitoring progress and activity

• Allocate calls based on priority and geographic location

• Log and manage all work orders

• Process consumables and spare parts orders as per technician requirements

• Ensure only customers with active contracts receive service

• Log installation and pre-installation calls and allocate required resources

• Monitor technician utilisation to ensure response time targets are met

• Escalate delays, excessive workloads, or service issues to management

• Ensure all customer complaints are handled efficiently and escalated where necessary

• Maintain communication with internal departments regarding spares and service delivery

• Ensure all work orders are closed off promptly after completion

• Monitor WIP (work in progress) and cost of sales

• Track toner yields and usage of consumables and parts

• Prepare quotations for IT services and any chargeable calls

Key Skills & Attributes:

• Strong coordination and planning skills

• High attention to detail and accuracy

• Problem-solving mindset

• Ability to prioritise and multitask effectively

• Team player with a customer-focused approach

If you are organised, detail-oriented, and enjoy being the link between customers and technical teams, we encourage you to apply.