After Sales Coordinator

Bono De Luxe Philippines Inc.; Balagtas; Hybrid; PHP 300,000 - 540,000; Full time

Job summary

Bono De Luxe Philippines Inc. is seeking an After-Sales Coordinator to manage and monitor service requests, preventive maintenance, repairs, warranty claims, and parts coordination for heavy construction equipment.

You will serve as the liaison among customers, technicians, field engineers, spare parts, sales, logistics, and suppliers to ensure timely updates and responsive support. The role emphasizes organizing service activities, maintaining detailed service records, and delivering

Qualifications

• Bachelor's degree preferred; related field.
• Experience in after-sales service or heavy equipment is an advantage.
• Experience coordinating technicians, field service, spare parts, or customer service preferred.
• Good understanding of heavy equipment service and maintenance processes an advantage.
• Proficient with Microsoft Office applications; ERP experience is a plus.
• Experience using ERP or equipment/service management systems is an advantage.

Responsibilities

• Receive and coordinate customer requests related to servicing, repairs, preventive maintenance, inspections, and technical concerns.
• Coordinate service schedules and dispatch technicians to customer sites.
• Monitor status of repairs, preventive maintenance, and field service activities.
• Coordinate with Parts Department to ensure required parts are available for scheduled work.
• Prepare and monitor service quotations, job orders, service reports, and other after-sales documents.
• Process and monitor warranty claims with required documents and reports.
• Follow up with technicians on progress, findings, and completion of work.
• Communicate repair status, schedules, parts availability, and completion dates to customers.
• Coordinate inspections, maintenance schedules, and periodic service requirements.
• Monitor pending service jobs, back orders, parts requirements, and unresolved customer concerns.
• Escalate critical issues to the appropriate manager and ensure timely customer updates.
• Maintain accurate records of equipment, serial numbers, hours, service history, and warranty status.

Skills

Organizational skills

Communication skills

Customer service orientation

Multi-tasking

Attention to detail

Education

Bachelor's degree in related field

Tools

ERP systems

MS Office (Excel, Word, Outlook)

Service management software

Job description

About the role

The After-Sales Coordinator is responsible for coordinating and monitoring the after-sales activities of heavy construction equipment, ensuring that customer service requests, preventive maintenance, repairs, warranty claims, spare parts requirements, and technical concerns are handled efficiently and on time. The position serves as a key coordination point between customers, service technicians, field engineers, spare parts, sales, logistics, and suppliers to ensure equipment concerns are properly addressed and customers receive timely updates and support.

Key Responsibilities

• Receive and coordinate customer requests related to equipment servicing, repairs, preventive maintenance, inspections, and technical concerns.
• Coordinate service schedules and dispatch service technicians to customer sites.
• Monitor the status of equipment repairs, preventive maintenance, and field service activities.
• Coordinate with the Parts Department to ensure required parts are available for scheduled repairs and maintenance.
• Prepare and monitor service quotations, job orders, service reports, and other after-sales documents.
• Process and monitor warranty claims, including required documents, inspection reports, and supporting information.
• Follow up with technicians regarding service progress, findings, recommendations, and completion of work.
• Communicate repair status, service schedules, parts availability, and expected completion dates to customers.
• Coordinate equipment inspections, preventive maintenance schedules, and periodic service requirements.
• Monitor pending service jobs, back orders, parts requirements, and unresolved customer concerns.
• Coordinate with suppliers or manufacturers regarding technical issues, warranty claims, parts concerns, and service-related matters when required.
• Maintain accurate records of equipment units, serial numbers, operating hours, service history, warranty status, and customer information.
• Prepare daily, weekly, and monthly after-sales/service reports for management.
• Assist in monitoring service-related costs, quotations, billing requirements, and completed job documentation.
• Escalate critical equipment issues, customer complaints, delayed repairs, and warranty concerns to the appropriate manager.
• Follow up with customers after completion of service to confirm that concerns have been properly addressed.
• Maintain good working relationships with customers and provide professional after-sales support.
• Assist the Service Manager or After-Sales Manager in improving service processes and customer satisfaction.
• Perform other related duties as assigned by management.

Qualifications

• Bachelor's degree in any related field is preferred.
• Experience in after-sales service, heavy equipment, construction equipment, automotive, machinery, or a related industry is an advantage.
• Experience coordinating technicians, field service activities, spare parts, or customer service is preferred.
• Good understanding of heavy equipment service and maintenance processes is an advantage.
• Proficient in Microsoft Office, particularly Excel, Word, and email applications.
• Experience using ERP or equipment/service management systems is an advantage.
• Strong organizational and coordination skills.
• Excellent communication and customer service skills.
• Ability to handle multiple service requests and prioritize urgent equipment concerns.
• Strong attention to detail and ability to maintain accurate service records.
• Willingness to coordinate with field personnel and customers at different job sites when required.

Preferred Knowledge

• Preventive and corrective maintenance processes
• Heavy construction equipment and machinery
• Equipment parts and components
• Warranty procedures and documentation
• Service scheduling and technician dispatch
• Equipment service reports and job orders
• Spare parts coordination
• Customer complaint and escalation handling
• Basic understanding of equipment operating hours and maintenance intervals

Key Performance Indicators (KPIs)

• Response time to customer service requests
• Timeliness of service scheduling and technician dispatch
• Service request completion rate
• Preventive maintenance scheduling compliance
• Warranty claim processing time
• Accuracy of service documentation
• Parts and service coordination efficiency
• Customer satisfaction and follow-up completion
• Number of pending or overdue service requests
• Timeliness and accuracy of after-sales reports