After Sales Technical Coordinator

Job Description After Sales Technical Coordinator

Designation: After Sales Technical Coordinator
Department: After Sales (AMC Retrofit Service Trading & O&M)
Reporting To: After Sales / O&M Manager

Role Summary

The After Sales Technical Coordinator is responsible for coordinating and managing all technical and operational activities across AMC Retrofit Service Trading and O&M. The role ensures that client inquiries complaints and service requests are addressed effectively site works are executed with proper planning and resource allocation and all supporting documentation is prepared for invoicing and reporting. The position serves as the technical backbone of the After Sales team bridging communication between clients site staff procurement warehouse accounts and management.

Key Tasks & Responsibilities

1. Client Inquiry Evaluation

• Review and evaluate all incoming client inquiries (AMC retrofit service O&M).
  
• Arrange and assign technicians/engineers for site visits.
  
• Collect findings from site visits and prepare detailed reports & BOQs.
  
• Coordinate with Admin Coordinator & O&M Manager to prepare professional proposals/quotations.
  
• Submit proposals to clients and track approvals.
  
• Maintain a tracker for pending and submitted offers ensuring timely follow-up and closure.
  

2. Customer Complaint Management

• Act as the first point of contact for all customer complaints.
  
• Record and log complaints systematically.
  
• Arrange the required materials resources and third-party vendors to resolve complaints.
  
• Monitor complaint resolution until successful closure and client satisfaction.
  
• Prepare and issue complaint closure reports with supporting documentation.
  
• Escalate unresolved issues to management with corrective action proposals.
  

3. Planning & Scheduling

• Prepare and update annual monthly and weekly schedules for:
  
• AMC visits
  
• Retrofit jobs
  
• Service calls
  
• O&M activities
  
• Allocate manpower vehicles tools and consumables for each job.
  
• Re-schedule tasks promptly based on emergencies client availability or site conditions.
  
• Respond to client service calls immediately and ensure timely dispatch of teams.
  
• Monitor upcoming AMC contract expiry dates and notify the proposal team for renewal.
  

4. Client Coordination

• Serve as a single point of contact for after-sales clients.
  
• Share schedules confirm approvals and follow up on site visit reports.
  
• Ensure timely delivery of proposals service reports and technical documents.
  
• Follow up with clients on pending offers approvals or complaints.
  
• Maintain continuous professional correspondence to build client trust.
  

5. Transport & Material Mobilization

• Arrange materials consumables spares and tools in advance for planned works.
  
• Coordinate with Procurement & Warehouse for material readiness.
  
• Mobilize vehicles drivers and lifting equipment as per site requirements.
  
• Ensure tools PPE and consumables are checked calibrated and available before dispatch.
  
• Manage fleet allocation to optimize usage and reduce downtime.
  

6. Technical & Operational Support

• Review technical reports from engineers/technicians for accuracy and completeness.
  
• Prepare detailed site visit reports from site team inputs.
  
• Provide troubleshooting support and technical clarifications to site staff.
  
• Maintain comprehensive documentation for retrofit jobs including:
  
• Method of Statement
  
• Risk Assessment
  
• Work Schedule
  
• Work Completion Certificate
  
• Warranty Certificate
  
• O&M Manual
  
• Packing List
  
• Maintain a technical database of AMC retrofit and O&M performance logs.
  

7. Team & Resource Management

• Assign and monitor daily tasks for engineers technicians and operators.
  
• Track manpower utilization overtime and site deployment.
  
• Verify and cross-check OT sheets; ensure approval from line managers.
  
• Monitor workforce discipline PPE usage and compliance with safety protocols.
  
• Ensure standby manpower is planned for emergency site calls.
  

8. Commercial Support

• Collect all service and site reports and submit them to Admin Coordinator for invoicing.
  
• File AMC supporting documents and submit them to Accounts Department for monthly billing.
  
• Track client acknowledgments and payment follow-up.
  
• Assist in warranty claims and variation works.
  
• Monitor renewal of AMC contracts and ensure proposals are sent on time.
  

9. Trading & Materials Support

• Support client requirements for consumables spares and chemicals.
  
• Coordinate procurement stock management and logistics for timely delivery.
  
• Maintain stock and usage records for consumables and spare parts.
  
• Follow up with suppliers and ensure competitive pricing for trading items.
  

10. Compliance & Reporting

• Ensure all after-sales activities comply with safety regulations and company policies.
  
• Prepare weekly and monthly progress reports on AMC retrofit service and O&M.
  
• Maintain systematic filing of contracts reports and client communications.
  
• Record client complaints corrective actions and preventive measures.
  
• Support management audits and ISO compliance documentation.
  

Skills & Competencies Required

• Strong technical knowledge of STP RO UF ETP and other water treatment systems.
  
• Excellent coordination planning and client communication skills.
  
• Strong report-writing documentation and record-keeping ability.
  
• Ability to multitask across AMC Retrofit Service Trading & O&M simultaneously.
  
• Proficiency in MS Office ERP and reporting tools.
  
• Strong problem-solving analytical and time management skills.
  
• Knowledge of HSE standards and compliance requirements.