Job summary
Responsible for day-to-day operations of post sales service administration by coordinating service activities, managing administrative and commercial processes, and maintaining data integrity across systems. Acts as a liaison between cross-functional teams, field service teams, and vendors to ensure organized, smooth, and efficient service support that drives customer satisfaction, compliance, and timely invoicing.
General responsibilities
- Create service work orders like installation, repairing, preventive maintenance, service contract and others
- Coordinate with Team Leader/Service Managers to assign engineers and progress service activities; update stakeholders on service milestones and delays.
- Coordinate with delivery/logistics teams when equipment or parts need to be picked up and returned to customers.
- Prepare service documentation for engineer site visits (work handover documents, site entry requests, customer forms) and maintain accurate records of customer communications.
- Maintain data integrity and master data across ServiceMax, Salesforce, SAP and PIM (where applicable), including creation of new customers, equipment/product codes and part codes.
- Support service agreement administration including renewals processing and creation/maintenance of preventive maintenance schedules where required.
- Ensure service processes comply with company policies, quality standards and regulatory requirements;
- Raise tool purchase requests and coordinate tool calibration/certification as scheduled; maintain certificates and supporting records in agreed repositories.
- Coordinate spare parts ordering and delivery in partnership with purchasing and logistics; track parts ETAs and follow up with suppliers as needed.
- Track parts usage and returns, update inventory levels in relevant CRM/systems, and prepare periodic stock reporting (including monthly reports where required).
- Check warranty/contract entitlements and ensure service parts ordering with clients/suppliers is managed back-to-back to prevent unnecessary inventory build-up.
Commercial Admin Responsibilities
- Create quotations in CPQ and/or SAP and send quotations to customers.
- Follow up on customer approval until receiving confirmation via email or supporting documents (signed quotation, purchase order).
- Confirm customer purchase order acceptance; validate customer details, product details, pricing, and key dates (including delivery date/contract end date where applicable).
- Create/check order details before raising SAP sales orders and prepare invoices; validate completed billable service tasks and ensure timely and correct invoicing to customers.
- Follow up on purchase orders when repair work is completed and coordinate resolution of missing/incorrect commercial details.
- Prepare documents for approval and governance (e.g., bank guarantee documentation and documents for signing purchase orders, where required).
- Provide exceptional customer service and respond promptly to customer, engineer and manager inquiries.
- Build and maintain relationships with customers, suppliers and internal stakeholders; interact with vendors to obtain special pricing and special-order items.
- Support the sales team with administrative tasks where required (data entry, reporting) and contribute to continuous improvement of processes and procedures to improve efficiency and effectiveness.
Functional skills and knowledge
- Strong command of English (written and verbal).
- Excellent knowledge of MS Office (Excel, Word, Outlook).
- Working knowledge of SAP (sales orders, invoicing), Salesforce, ServiceMax and CPQ; exposure to PIM/master data maintenance is strongly preferred.
- Good understanding of service processes, ISO frameworks and documentation discipline.
Soft skills
- Strong coordination skills and ability to manage multiple priorities and frequent context switching.
- High attention to detail, strong follow-through and structured problem-solving.
- Good communication and teamwork; customer-focused mindset.
- Fast learner with passion for service excellence.
Education
- Bachelor’s degree in Business Administration or related.
Work experience
- At least 2 years’ relevant work experience in after sales service support/service coordination or similar.
- Hands-on experience in SAP, ServiceMax and spare parts processes.
- Experience working cross functionally and supporting stakeholders across countries/time zones is an advantage.
