Job Summary
We are seeking a Service Coordinator to support our after-sales and service operations in the commercial kitchen equipment industry. This role is responsible for coordinating service schedules, liaising with customers and technicians, and ensuring timely and efficient service delivery for installation, maintenance, and repair works.
The ideal candidate is well-organised, customer-focused, and able to manage multiple service requests in a fast-paced environment.
Key Responsibilities
Service Coordination & Scheduling
- Receive and process service requests from customers via phone, email, or system.
- Schedule and coordinate daily service jobs for technicians (installation, servicing, repairs).
- Allocate jobs based on technician availability, location, and skill set.
- Monitor service schedules and follow up to ensure jobs are completed on time.
Customer Communication
- Act as the main point of contact for customers regarding service appointments and job status.
- Communicate clearly with F&B outlets, restaurants, hotels, and commercial clients.
- Handle service enquiries, rescheduling requests, and basic customer complaints professionally.
Internal Coordination
- Liaise closely with service technicians, sales team, and warehouse/logistics team.
- Prepare service job orders, work orders, and service reports.
- Coordinate spare parts availability and arrange delivery where required.
Documentation & Administration
- Maintain accurate service records, job status, and customer information in the system.
- Prepare service invoices, quotations, and service reports where applicable.
- Track service completion, warranties, service contracts, and preventive maintenance schedules.
After-Sales Support
- Support preventive maintenance contracts and follow-up servicing schedules.
- Assist in service performance tracking (response time, completion time, repeat jobs).
- Support continuous improvement of service workflow and customer satisfaction.
Requirements / Qualifications
- Diploma or equivalent; candidates with relevant experience may be considered.
- Minimum 13 years of experience in service coordination, operations support, or customer service (technical/service industry preferred).
- Experience in commercial kitchen equipment, F&B equipment, HVAC, electrical, or industrial services is an advantage.
- Proficient in Microsoft Office (Excel, Outlook, Word).
- Good communication skills in English; Mandarin or other languages are a plus (to liaise with suppliers/customers).
- Strong organizational and multitasking skills.
Preferred Skills & Attributes
- Experience coordinating field service technicians.
- Familiarity with service management systems or ERP is an advantage.
- Calm under pressure and able to manage urgent service requests.
- Customer-oriented with good problem-solving skills.
- Team player with attention to detail.
Working Environment
- Office-based role with frequent coordination of field operations.
- Fast-paced environment supporting restaurants, hotels, and commercial kitchens.
- May require occasional flexibility to support urgent service requests.
