Field Service & Customer Support Coordinator

Jaffer Business Systems (Private) Limited

Karachi Division

On-site

PKR 600,000 - 1,200,000

Full time

21 hours ago

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Job summary

Jaffer Brothers (JBS) is seeking a Support Coordinator to ensure smooth coordination of customer support requests, service calls, and field service engineers. The role acts as a central point between customers, Customer Care, Service Operations, FSEs, vendors, and internal departments, ensuring log, assignment, follow-up, updates, and closure within SLA and quality standards.

The position is on-site, full-time, within Service Operations.

Qualifications

Bachelor’s degree in Business Administration, Information Technology, Computer Science, Engineering, or a related discipline.
Experience in customer support, service coordination, IT helpdesk, field service coordination, or similar role is preferred.
Experience with CRM/ticketing systems, field service teams, vendors, and SLA-driven environments is advantageous.

Responsibilities

Coordinate and dispatch Field Service Engineers (FSEs) against service requests.
Monitor case aging, backlog, and pending actions to support timely resolution.
Ensure CRM/service management systems contain accurate case information.
Prepare and maintain regular service and operational reports.
Ensure service requests and cases follow defined processes and quality standards.
Escalate cases at risk of SLA breach through defined processes.