Service Desk Coordinator position at Riana Group converting after-sales findings into commercial quotations, requiring a Diploma or degree in Business Administration with 1-2 years experience in a coordination or customer service role, in a security systems environment, on-site role.
Main Purpose Of Job
- The Service Desk Coordinator is responsible for converting
after-sales findings from the Support team preventive maintenance visits,
call-outs, and support issues into timely, accurate commercial quotations
for clients.
The role works closely with the Support Coordinator to keep preventive maintenance schedules on track, ensure outstanding client approvals are followed up, and provide backup on client communication.
Key Responsibilities
- Prepare commercial quotations for parts, repairs, and replacements
identified by the Support team during preventive maintenance visits and
call-outs.
- Track quotations through to client approval, following up
proactively with clients on outstanding or pending quotes.
- Work closely with the Support Coordinator to ensure preventive
maintenance (PM) schedules are kept up to date and PM visits are planned
and executed on time.
- Ensure that any items flagged for replacement or repair are resolved
and closed out before the next scheduled PM visit.
- Provide backup client communication including responding to
service-related emails.
- Maintain accurate, up-to-date records of quotations, approvals, and
PM scheduling status.
- Liaise with the presales and support teams to gather accurate
information needed to prepare quotations.
- Assist the presales team in preparing commercial quotations for
project-related activities, in addition to after-sales quoting.
- Support the wider Support Department with coordination and
administrative tasks as needed to keep after-sales service delivery
running smoothly.
Minimum Requirements And
Competencies
- Diploma or degree in Business Administration, Engineering, or a
related field.
- 1-2 years of experience in a coordination, sales support, or
customer service role experience in a technical, security, or service
industry is an added advantage.
- Proficient in Microsoft Excel and Word; familiarity with CRM or
quotation software is an advantage.
- Strong organizational skills with the ability to manage multiple
quotations and follow-ups simultaneously.
- Good written communication skills, with the ability to draft clear
and professional client correspondence.
- A proactive, detail-oriented approach with the foresight to flag
issues before they become delays.
How to Apply
