Customer Service Coordination Specialist

OBW Technologies Ltd; Limerick; On-site; EUR 27,000 - 38,000; Full time

Job summary

OBW Technologies Ltd in Limerick is seeking a Customer Service Coordination Specialist to join the Service Department. This role coordinates planned maintenance, reactive service call-outs and customer requests across Ireland, reporting to the Customer Service Team Lead.

You will work with customers, service engineers and internal teams to ensure efficient planning, resource deployment and consistently excellent service experiences while supporting day-to-day operations.

Qualifications

• Experienced service coordinator, scheduler, planner or customer service professional.
• Ability to work with technical teams and take ownership of activities from initial customer contact through to completion.

Responsibilities

• Liaise with customers to schedule planned service maintenance of gas detection systems, ensuring timely and efficient service delivery.
• Provide first-level customer support by answering queries, resolving issues, and escalating complex cases as required.
• Use the CRM system to assign tasks, allocate inventory, and maintain accurate customer information.
• Coordinate with engineers and technicians to ensure availability, readiness and compliance of service resources and equipment.
• Review and update customer service reports, records, and documentation in line with company standards.
• Follow up with customers post-service to ensure satisfaction and gather feedback for improvement.
• Perform quality control reviews of customer-facing documentation and service records before issues.
• Support ERP system upgrades and testing of new system functionality and processes.
• Identify and contribute to process and system improvements based on daily operations.
• Adapt quickly to changing customer needs and internal processes.
• Communicate effectively with customers, engineers and internal stakeholders.

Tools

CRM system

Microsoft Office

Job description

OBW Technologies is a leading Irish provider of gas detection and life safety solutions, supporting critical operations across the pharmaceutical, biotechnology, data centre, healthcare, industrial and energy sectors. Known for our technical expertise and customer-focused approach, we deliver installation, maintenance and support services that help our customers operate safely and efficiently. As we continue to grow, we are investing in our people, technology and service capabilities.

We are seeking a Customer Service Coordination Specialist to join our Service Department in Limerick. This is an important role within the business, responsible for coordinating planned maintenance activities, reactive service call‑outs and customer support requests across Ireland.

Reporting to the Customer Service Team Lead, you will work closely with customers, service engineers and internal teams to ensure work is planned efficiently, resources are deployed effectively and customer expectations are consistently exceeded. Operating within a fast‑paced and customer‑focused environment, you will play a key role in delivering an excellent service experience while supporting the smooth day‑to‑day operation of our service function.

This opportunity would suit an experienced service coordinator, scheduler, planner or customer service professional who enjoys problem‑solving, working with technical teams and taking ownership of activities from initial customer contact through to successful completion.

Role and Responsibilities

• Liaise with customers to schedule planned service maintenance of gas detection systems, ensuring timely and efficient service delivery.
• Provide first‑level customer support by answering queries, resolving issues, and escalating complex cases to the Service Manager or Engineers as required.
• Utilise the CRM system to assign tasks, allocate inventory, and maintain accurate and up‑to‑date customer information.
• Coordinate with engineers and technicians to ensure availability, readiness, and compliance of service resources and equipment.
• Review, maintain, and update customer service reports, records, and documentation in line with company standards and processes.
• Follow up with customers post‑service to ensure satisfaction and gather feedback for continuous service improvement.
• Perform quality control reviews of customer‑facing documentation, reports, and service records prior to issue.
• Demonstrate a strong willingness to learn and adapt to new systems, process changes, and system upgrades, including ERP developments.
• Actively participate in testing new system functionality, process enhancements, and workflow changes prior to approval and rollout by ERP developers.
• Identify, suggest, and contribute to process and system improvement opportunities, providing practical feedback based on day‑to‑day operational use.
• Adapt quickly to changing customer needs, service requirements, and internal processes.
• Communicate effectively with customers, engineers, and internal stakeholders, both verbally and in writing.
• Maintain strong IT proficiency, including the use of CRM systems, Microsoft Office, and other relevant business systems.
• Work effectively with engineers to support the scheduling and coordination of site works, ideally within gas detection or a related technical industry.
• Operate as a strong team player with the ability to work both independently and collaboratively.
• Maintain a customer‑focused and professional approach when managing customer expectations, feedback, and complaints.

Why Join OBW?

• Join a growing, well‑established Irish engineering company with a strong reputation in safety‑critical systems
• Be part of a collaborative, supportive service team where your role genuinely matters
• Work in a role with real ownership and visibility, supporting critical client operations
• Opportunity to develop within a company focused on long‑term growth and employee retention