Service Coordinator

Job Responsibilities – Service CoordinatorCAD/CAM Software and Equipment

The Service Coordinator will be responsible for coordinating technical support, software installation, training, preventive maintenance, breakdown service, and customer communication for CAD/CAM software and related equipment.

• Key ResponsibilitiesReceive, register, prioritise, and coordinate customer service requests for CAD/CAM software and associated equipment.
• Maintain a service-ticket system and ensure every complaint is recorded with the customer’s details, product information, serial number, problem description, priority, and current status.
• Assign service calls to the appropriate software support engineer or field service engineer based on the nature, location, and urgency of the complaint.
• Coordinate support for CAD pattern-making, grading, marker-making, nesting, digitising, plotting, spreading, and CNC cutting solutions.
• Arrange software installation, licence activation, version upgrades, data migration, system configuration, and user training.
• Coordinate service support for plotters, pattern cutters, photo digitisers, automatic fabric spreaders, air-floatation tables, and CNC fabric cutting machines.
• Provide first-level assistance for basic software, licence, connectivity, printer, plotter, file-transfer, and user-access issues.
• Schedule remote-support sessions and customer-site visits in consultation with customers and technical engineers.
• Follow up with engineers and customers until each service request is resolved and formally closed.
• Monitor response time, resolution time, pending complaints, machine downtime, and customer escalations.
• Maintain complete records of software licences, activation codes, AMC status, warranty validity, installation dates, machine serial numbers, and customer contacts.
• Prepare and maintain installation reports, service reports, training records, preventive-maintenance schedules, spare-parts recommendations, and customer acknowledgements.
• Plan and coordinate preventive-maintenance visits under warranty and Annual Maintenance Contracts.
• Inform customers about upcoming AMC renewals, warranty expiry, software-subscription renewals, licence renewals, and recommended upgrades.
• Coordinate with OEM technical teams for unresolved issues and submit all necessary error messages, screenshots, log files, photographs, videos, and engineer observations.
• Liaise with the spare-parts team to check availability, prepare quotations, obtain customer approval, and arrange timely dispatch of required parts and consumables.
• Coordinate travel, accommodation, site access, tools, spares, and documentation for field service engineers.
• Communicate service schedules, expected response times, repair status, and action plans professionally to customers.
• Escalate critical breakdowns, repeated failures, prolonged downtime, and customer dissatisfaction to the service manager or management.
• Collect customer feedback after completion of installation, training, preventive maintenance, and breakdown service.
• Prepare daily, weekly, and monthly reports covering open calls, closed calls, engineer utilisation, response time, machine downtime, AMC status, and customer feedback.
• Support the preparation of service quotations, AMC proposals, training proposals, software-upgrade offers, and spare-parts estimates.
• Ensure that service invoices, engineer expenses, travel claims, customer purchase orders, and payment follow-ups are properly coordinated with the accounts team.
• Maintain professional and consistent communication between customers, service engineers, sales teams, accounts teams, spare-parts teams, and OEM representatives.

Preferred Qualification and Skills :

• Any Diploma / Degree
• Basic understanding of Windows operating systems, computers and remote-support applications.
• Strong coordination, customer service, documentation, problem-solving, and follow-up skills.
• Good verbal and written communication skills in English and relevant regional languages.
• Proficiency in Microsoft Excel, Word, email communication, CRM, and service-management systems.
• Ability to manage multiple service calls, prioritise urgent cases, and work effectively under pressure.