Support Coordinator

Jaffer Business Systems (Private) Limited; Karachi Division; On-site; PKR 600,000 - 1,200,000; Full time

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.

Skills

Coordination

Follow-up

Organizational skills

Communication skills

Vendor coordination

CRM software

Education

Bachelor's degree in Business Administration/Information Technology/Computer Science/Engineering

Tools

CRM software

Ticketing systems

Service management systems

Job description

Jaffer Brothers (JBS) was founded in 1982 as a division of Jaffer Brothers (Pvt.) Limited, with a vision to “Harness Innovation & Empower Generations.” Over the years, JBS has evolved into a diversified business group with operations across technology, infrastructure, digital transformation, and professional services.

Our businesses include HK, ENA, Blutech, Impare, and multiple business units including Arabia, Infrastructure Solutions, Customer Service, and Americas & Europe.

Role Overview

The Support Coordinator is responsible for ensuring the smooth and timely coordination of customer support requests, service calls, field service engineers, vendors, and internal stakeholders.

The role serves as a central coordination point between customers, Customer Care, Service Operations, Field Service Engineers, vendors, and relevant internal departments, ensuring that service requests are accurately logged, assigned, followed up, updated, and closed within defined SLA and quality standards.

Location

BU / Department

Service Operations

Mode

On-site

Type

Full-Time

Responsibilities

Customer & Case Management

• Understand customer requirements and accurately capture relevant information.
• Ensure all customer complaints and service requests are properly documented and assigned to the relevant team.
• Proactively follow up with customers until issues are resolved and cases are closed.
• Provide timely and structured updates to customers, particularly for open, critical, and high-priority cases.
• Ensure customer commitments and timelines are based on confirmed information and avoid making uncommitted promises.
• Monitor case aging, backlog, and pending actions to support timely resolution.
• Coordinate and dispatch Field Service Engineers (FSEs) against assigned service requests.
• Coordinate engineer visits with customers and confirm appointment schedules.
• Monitor open engineer assignments and proactively follow up on delayed or pending cases.
• Ensure engineers update all required activities in CRM/service management systems.
• Ensure service reports, FSRs, log sheets, photographs, serial numbers, customer sign-offs, and other required documentation are submitted where applicable.
• Coordinate replacement, installation, preventive maintenance, troubleshooting, and other field service activities.
• Escalate engineer delays, non-availability, repeated visits, and unresolved technical issues to the relevant Service Operations team.
• Track vendor service requests, work orders, assignments, and pending activities.
• Share complete customer and technical information with vendors to minimize delays.
• Monitor vendor compliance with agreed SLAs, turnaround times, and service commitments.
• Maintain case-level data to support vendor performance reviews, including SLA performance, pending cases, recurring issues, and delays.
• Identify frequently delayed vendors and highlight performance concerns to management.

SLA & Critical Case Management

• Monitor service cases and identify potential SLA breaches before they occur.
• Maintain an updated list of critical, overdue, and high-priority cases.
• Ensure critical customer cases receive frequent and structured updates until closure.
• Escalate cases at risk of SLA breach through the defined escalation process.
• Follow up with relevant stakeholders to ensure timely resolution and closure.

Reporting & Documentation

• Prepare and maintain regular service and operational reports.
• Maintain accurate records for warranty and vendor-supported cases.
• Ensure CRM and service management systems contain accurate and complete case information.
• Maintain required service documentation and records.
• Support internal and external audits by providing relevant documentation and case records.

Process & Compliance

• Ensure compliance with company policies, SOPs, service processes, SLAs, and escalation procedures.
• Ensure service requests and cases are handled in accordance with defined processes and quality standards.
• Identify recurring operational issues and opportunities for process improvement.
• Support the Service Operations team in maintaining efficient and customer-focused service processes.

Key Performance Areas (KPIs)

Performance in this role will be evaluated against measurable service and operational indicators, including:

• SLA Compliance
• Customer Response & Update Timeliness
• Critical Case Management
• Timely Case Closure
• Documentation Compliance
• Reporting Accuracy & Timeliness
• Process Compliance
• Identification and Prevention of SLA Breaches
• Excellent verbal and written communication skills.
• Strong customer-handling and relationship management skills.
• Ability to communicate professionally with customers, engineers, vendors, and management.
• Ability to handle difficult, sensitive, and escalated customer conversations.
• Strong coordination, follow-up, and organizational skills.
• Strong sense of ownership, accountability, and urgency.
• Knowledge of incident, service request, escalation, and SLA management.
• Understanding of field service operations is preferred.
• Experience in vendor coordination is highly desirable.
• Good working knowledge of CRM, ticketing, or service management systems.
• Ability to analyze service data, identify trends, and highlight recurring issues.
• Strong attention to detail and documentation skills.
• Ability to prioritize multiple cases and manage competing deadlines effectively.

Qualifications & Experience

Education:
Bachelor’s degree in Business Administration, Information Technology, Computer Science, Engineering, or a related discipline.

Experience:
3–4 years of experience in customer support, service coordination, IT helpdesk, field service coordination, or a similar role.

Preferred Experience:
Experience working with CRM/ticketing systems, field service teams, vendors, and SLA-driven service environments will be an advantage.