Service Coordinator

Service Coordinator — Job Description

Role overview

Job title

Service Coordinator

Department

Service (after-sales support for large-format printers)

Works with

Field service engineers, sales team, accounts

Location

Sharjah office

Employment

Full-time, on-site

The role runs the administration and documentation of the service desk. It owns every job's paperwork, from the first call to the final payment.

Key responsibilities

Customer calls and service requests

• Be the first point of contact for customer calls, WhatsApp messages and emails, and pass technical issues to the technical team
• Log every request as a service ticket: customer, machine model, serial number, fault and priority
• Log every customer complaint, acknowledge it the same day and track it until it is resolved
• Keep customers updated on engineer arrival times and job status until the ticket is closed
• Make follow-up calls after each visit to confirm the customer is satisfied

Engineer scheduling

• Maintain and confirm the engineers' daily and weekly schedules
• Organise visits by location to cut travel time
• Confirm appointments with customers the day before
• Schedule preventive-maintenance visits for contract customers

Attendance and team administration

• Record engineers' daily attendance, working hours and overtime
• Track leave requests and plan cover so customers are never left waiting
• Keep vehicle, mileage and fuel logs for the service team

Invoicing and payments

• Collect the signed job sheet from the engineer after each visit and issue the invoice the same day
• Issue VAT-compliant invoices in Odoo for service visits, spare parts and maintenance contracts
• Follow up on outstanding service payments by phone and email until collected
• Keep a receivables aging report (30 / 60 / 90 days) up to date

Contracts and spare parts

• Track maintenance (AMC) and warranty contracts, and remind customers before renewal dates
• Record spare parts used on each job, request reorders and make sure parts are charged correctly

Reporting

• Send a weekly service report: calls received, jobs completed, response times, revenue invoiced and payments overdue
• Keep each machine's service history, installation reports and signed job sheets on file
• Keep customer and machine records accurate and up to date

Requirements

Must have

• High school certificate or equivalent
• 1–2 years' experience in service coordination, admin or customer service in the UAE
• Excellent spoken and written English
• Confident with Excel: filters, simple formulas, tracking sheets
• Experience issuing invoices in Odoo or similar accounting software
• A warm, professional phone manner, and the patience to handle difficult customers
• Confident following up on payments, politely and persistently
• Highly organised, able to juggle many open jobs without losing track

Nice to have

• Diploma or bachelor's degree in business administration, accounting or office management
• Arabic, or another language commonly spoken in the UAE
• Experience in a technical, equipment or after-sales service company
• Basic knowledge of UAE VAT invoicing rules
• Experience with a service-ticketing or CRM system
• Currently in the UAE and available to join immediately

What we offer

• Competitive basic salary plus a monthly performance incentive
• UAE employment visa and medical insurance
• 30 days' annual leave and end-of-service gratuity, as per UAE Labour Law
• A central role in a growing printing-technology business
• Training on our machines, systems and service processes

Pay: AED3,500.00 - AED4,500.00 per month

Application Question(s):

• What’s your experience level with Microsoft Excel?

Education:

• High school or equivalent (Required)

Experience:

• service coordination, admin or customer service in the UAE: 2 years (Required)

Language:

• English (Required)
• Tagalog (Preferred)

Location:

• Sharjah (Preferred)

Work Location: In person