Field Service & Customer Support Coordinator

JBS Global - Jaffer Business Systems; Karachi Division; On-site; PKR 446,000 - 893,000; Full time

Job summary

JBS Global - Jaffer Business Systems is seeking a Support Coordinator to manage customer requests, service calls and field engineer coordination from Karachi, PK. The role ensures accurate logging, timely updates, and on-site execution with internal teams and vendors.

You will monitor SLAs, coordinate with Field Service Engineers and vendors, maintain CRM records and drive continuous process improvements in Service Operations. On-site, full-time position in a dynamic environment.

Qualifications

• Bachelor’s degree required in Business Administration, IT, CS, Engineering or related field.
• 3–4 years of experience in customer support, service coordination, IT helpdesk or similar.
• Experience with CRM/ticketing systems, field service teams, vendors and SLA-driven environments is a plus.

Responsibilities

• Coordinate customer requirements and log relevant information accurately.
• Assign and track customer complaints and service requests to the appropriate teams.
• Proactively follow up with customers until issues are resolved and cases closed.
• Provide timely, structured updates for open, critical, and high-priority cases.
• Monitor case aging, backlog, and pending actions to support timely resolution.
• Coordinate Field Service Engineers against service requests and manage appointment schedules.
• Share complete information with vendors to minimize delays and monitor SLA compliance.
• Maintain accurate CRM data, case records and service documentation.
• Escalate delays or unresolved issues per escalation procedures.
• Prepare and maintain regular service and operational reports.

Skills

Customer coordination

Vendor management

Field service coordination

SLA management

CRM knowledge

Education

Bachelor’s degree in Business Administration / IT / CS / Engineering

Tools

CRM / ticketing systems

Job description

JBS Global - Jaffer Business Systems is seeking a Support Coordinator to manage customer requests, service calls and field engineer coordination from Karachi, PK. The role ensures accurate logging, timely updates, and on-site execution with internal teams and vendors.

You will monitor SLAs, coordinate with Field Service Engineers and vendors, maintain CRM records and drive continuous process improvements in Service Operations. On-site, full-time position in a dynamic environment.