Aftersales Service Coordinator

The Aftersales Service Coordinator is a vital role responsible for managing aftersales support within the fire safety and security industry. This individual will act as the central liaison between clients, the technical team, and internal departments. The role ensures timely coordination of service requests, maintenance visits, and repair schedules while maintaining high standards of customer satisfaction and regulatory compliance. The ideal candidate will demonstrate strong communication skills, organizational ability, and customer-oriented thinking.

Key Responsibilities

Aftersales Service Operations

• Serve as the primary point of contact for customers requiring aftersales support.
• Coordinate and schedule maintenance visits, inspections, and repair jobs with technicians and clients.
• Process service requests, quotations, work orders, and invoices efficiently and accurately.
• Maintain comprehensive and up-to-date records of service contracts, customer interactions, and warranties.
• Follow up with customers post-service to ensure satisfaction and continuous improvement.
• Dispatch technicians to customer locations.
• Schedule service visits.
• Manage callouts , corrective repairs and service reports
• Provide technical assistance through phone, email and so on.

Internal & External Stakeholder Collaboration

• Collaborate with the technical and sales teams to ensure effective communication and a seamless client experience.
• Liaise with procurement and logistics departments to ensure availability of spare parts and consumables.
• Provide timely updates and reports to management regarding service performance and customer satisfaction.
• Coordinate internal feedback loops to ensure that service delivery aligns with company standards.

Compliance & Quality Assurance

• Ensure that all services delivered comply with service agreements and fire safety regulations.
• Keep abreast of industry regulations and product developments to better inform clients and internal teams.
• Support the implementation of aftersales strategies aimed at improving customer retention and operational efficiency.
• Reduce downtime for customers.
• Create additional revenue opportunities.
• Handle inquiries and complains. 

The list of ‘Responsibilities’ appearing in this job description is neither necessarily exhaustive nor is any part of this job description permanent.

Required Qualifications & Experience

• Minimum of 3 years of experience in aftersales, customer service, or administrative roles.
• Prior experience in fire safety, security systems, or technical maintenance environments is an advantage.
• Proficient in MS Office applications (Word, Excel, Outlook).
• Familiarity with ERP systems is considered a plus.
• Excellent verbal and written communication skills in English.
• Basic verbal communication/understanding of Maltese is desirable.
• Ability to work both independently and as part of a team.

Required Skills & Attributes

• Communication & Customer Focus
  Ability to clearly communicate with a wide range of clients and team members.
  Strong listening skills with a proactive and empathetic approach to client needs.
  Ability to maintain strong, long-term client relationships.

• Problem-Solving & Adaptability
  Skilled in handling service issues efficiently and finding practical solutions.
  Ability to remain calm and professional under pressure.
  Adaptability to dynamic priorities and customer demands.

• Organisational & Planning Skills
  Exceptional time management and the ability to handle multiple requests simultaneously.
  Strong attention to detail in documentation and scheduling.
  Efficient follow-up and process-tracking capabilities.

• Reliability & Ownership
  Dependable and consistent in following through on responsibilities.
  Takes initiative and demonstrates accountability for work outcomes.

• Emotional Intelligence
  Professional demeanor with the ability to manage stress and communicate respectfully.
  Team player who supports a collaborative work environment.

Company Culture Fit

• Embrace and uphold the company's values, mission, policies and procedures.
• Demonstrate a proactive and solution-oriented approach to challenges.
• Strive for continuous improvement and innovation in practice.