After-Sales Coordinator

Job Description

• Our client is looking for an experienced and highly responsive After-Sales Coordinator to oversee and coordinate repairs, maintenance and customer support operations within a fast-paced renewable energy environment.
• The successful candidate will be responsible for coordinating technician teams, managing daily operations, monitoring performance, handling customer communication and ensuring efficient after-sales service delivery.

Key Responsibilities

Team Leadership & Management

• Lead, mentor and manage after-sales technician teams.
• Coordinate team capacity according to operational requirements.
• Manage timekeeping, attendance, discipline and accountability.
• Maintain team structures and promote a culture of ownership and performance.

Daily Operations

• Coordinate daily technician readiness and job allocation.
• Manage the flow of repairs and maintenance bookings.
• Allocate technicians based on location, skills and job requirements.
• Optimise technician routes to reduce unnecessary travel.
• Monitor capacity and proactively manage potential backlogs.

Fleet, Stock & Tools

• Maintain effective organisation and housekeeping standards across technician vehicles.
• Implement tool-control procedures and ensure regular checks.
• Monitor stock levels and coordinate replenishment.
• Conduct and oversee regular stock checks.

Performance & Reporting

• Set, monitor and report on technician KPIs.
• Prepare productivity and fleet reports.
• Maintain after-sales performance scorecards.
• Monitor wasted travel and identify opportunities for improvement.
• Apply Lean or Six Sigma principles where applicable.

Customer Service

• Manage customer communication via calls, emails and scheduling confirmations.
• Handle and escalate customer complaints appropriately.
• Follow up with customers regarding service concerns and negative feedback.
• Ensure a consistently professional and customer-focused experience.

Warranty & Technical Coordination

• Manage the end-to-end warranty process.
• Coordinate repairs, returns and replacement stock.
• Liaise with OEMs, suppliers and internal technical teams.
• Assist with resolving technical and service-related queries.

Administration & Compliance

• Manage attendance and clocking records.
• Follow up on absenteeism and prepare attendance reports.
• Ensure health and safety requirements are maintained.
• Monitor and control departmental costs.
• Maintain accurate operational records and documentation.

Requirements

• Diploma or Degree in Engineering, Business Management, Operations or a related field.
• 3+ years' experience in technical support, customer success, service coordination or operational leadership.
• Strong understanding of solar systems and the renewable energy sector.
• Experience managing or coordinating technical/service teams.
• Strong customer service and conflict-resolution skills.
• Advanced proficiency in ticketing systems such as Asana, Zendesk or similar.
• Experience with fleet management/telemetry platforms advantageous.
• Valid Code 8 driver's licence.