Customer Aftersales & Installation Coordinator

Franke; St Albans; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading global provider of coffee solutions is seeking a detail-oriented Aftersales Coordinator in St Albans. This role involves managing the installation of coffee machines, coordinating schedules with engineers and couriers, and ensuring customer satisfaction. Ideal candidates will possess strong communication and organisational skills, alongside proficiency in scheduling software. The company offers competitive salary, benefits, and a collaborative work environment.

Benefits

Professional growth and development opportunities

Competitive salary and benefits package

25 days of holidays

Private Healthcare

Life Insurance

Income Protection

Cycle to work scheme

Salary Sacrifice EV Car

Qualifications

• Excellent verbal and written communication skills with a customer-focused attitude.
• Strong ability to multitask, prioritise workload, and meet deadlines in a fast-paced environment.
• Ability to troubleshoot and resolve scheduling conflicts or other logistical challenges.

Responsibilities

• Coordinate and schedule the installation of new coffee machines.
• Schedule PDI calls to ensure machines are inspected before installation.
• Manage the scheduling of engineers for installations and repairs.
• Arrange timely dispatch and delivery of coffee machines via couriers.
• Liaise directly with customers to arrange installation schedules.
• Maintain accurate records of installations and prepare reports.

Skills

Communication Skills

Organisational Skills

Problem-Solving

Tech-Savvy

Team Player

Tools

SAP B1

Microsoft Office

Job description

About Franke

We, the Franke company with its three divisions, are a world’s leading supplier of products and services for domestic kitchens, the professional foodservice systems and the convenience store sector as well as for professional coffee making. With around 60 companies, we are at home on five continents. Over 8,000 employees constantly take on new perspectives to identify opportunities and turn them into inspiring, innovative solutions for tomorrow’s demands.

The Franke Coffee Systems division is a leading global provider of state-of-the‑art solutions for professional coffee making. Together with our trade partners, we are committed to delivering premium best‑in‑class in‑cup‑quality, consistency and beverage variety, as well as ensuring an outstanding customer experience through constant innovation.

About the job

In this role, you will be responsible for managing the aftersales and installation process for our new coffee machines. This includes coordinating the scheduling of installations, re‑installations, pre‑delivery inspections (PDI), and engineer visits. You will work closely with account managers, engineers, couriers, and customers to ensure a smooth and timely service.

Your tasks

Coordination of Machine Installations:

• Arrange and schedule the installation of new coffee machines in collaboration with the assigned account managers.
• Manage reinstallation of machines when needed, ensuring timely delivery and setup.

PDI (Pre‑Delivery Inspection) Calls:

• Schedule PDI calls to ensure all machines are fully inspected and tested before installation.

Engineer Scheduling:

• Coordinate and schedule engineers for installations, repairs, or reinstallation of machines.
• Ensure engineers are fully briefed and equipped for each job.

Courier Management:

• Arrange for the timely dispatch and delivery of coffee machines and related equipment via couriers.
• Track shipments and ensure that deliveries align with installation schedules.

Account Management Collaboration:

• Serve as the main point of contact for allocated account managers, providing updates on installations, scheduling, and any aftersales service.
• Communicate effectively to keep account managers informed of any delays or issues.

Customer Communication:

• Liaise directly with customers to arrange installation schedules and confirm all necessary details.
• Provide post‑installation support to ensure customers are satisfied with the service.

Documentation & Reporting:

• Maintain accurate records of installations, PDI calls, and engineer schedules.
• Prepare reports on the status of installations, re‑installations, and any issues encountered.

Team Collaboration:

• Work closely with other coordinators and departments to ensure smooth operations and customer satisfaction.

Requirements

• Communication Skills: Excellent verbal and written communication skills, with a customer‑focused attitude.
• Organisational Skills: Strong ability to multitask, prioritise workload, and meet deadlines in a fast‑paced environment.
• Problem‑Solving: Ability to troubleshoot and resolve scheduling conflicts or other logistical challenges.
• Tech‑Savvy: Proficient in using scheduling software, SAP B1, Microsoft Office.
• Team Player: Able to work collaboratively with account managers, engineers, and other stakeholders.

What we offer you

• Opportunity to work in a collaborative and innovative environment.
• Professional growth and development opportunities.
• Competitive salary and benefits package.
• Be part of a company committed to excellence and innovation.
• 25 days of holidays.
• Private Healthcare for you, with the option to add partner and children.
• Life Insurance.
• Income Protection.
• Cycle to work scheme.
• Salary Sacrifice EV Car.

For more information see: www.franke.com

Important information for all executive search companies, headhunters and HR consultants

The Franke Group does not accept unsolicited support from headhunters and personnel consultants for our career opportunities. Any CV/resume vitae submitted to Franke or its employees by external recruitment agencies without a valid written recruitment agreement related to the position in question shall be deemed the sole property of our company. In the event that a candidate presented by an agency is hired in our company and there is no prior agreement, no fee will be paid.