Technical Coordinator

2 months ago

Eastern Creek, Australia Veritas Recruitment Full time

The Company
Our client stands as a prominent global enterprise renowned for its expertise in processing an extensive array of materials. Their influence spans across a multitude of industries, encompassing furniture, construction, automotive, aerospace, shipbuilding, and plastic processing.
The Technical Coordinator fosters enduring relationships and confidence with Operations Coordinators through transparent and engaging communication. They offer comprehensive product and service assistance, addressing technical aspects for service bookings, new machine installations, or factory relocations. This role serves as a point of contact for customer inquiries, troubleshooting, and offering recommendations for optimal service procedures or upcoming installations.

Role & Responsibilities
Provide technical support to Operations Coordinators for new site jobs and installations.

  • Prepare necessary technical documentation for technicians and customers.
  • Ensure accurate and complete information is delivered using appropriate methods/tools.
  • Achieve personal and team sales targets for customer service.
  • Address customer complaints, offering timely solutions and alternatives, and ensure resolution.
  • Adhere to communication procedures, guidelines, and policies.
  • Interact with customers via telephone, electronic means, or in person.
  • Gather relevant information from team members or departments to address inquiries.
  • Direct unresolved issues to designated resources for effective resolution.
  • Record details of inquiries, comments, and complaints in business systems.
  • Document actions taken in response to customer inquiries or complaints.
  • Generate and distribute customer activity reports as needed.
  • Maintain and update customer databases.
  • Coordinate with internal departments to meet customer needs and expectations.
  • Follow up on customer interactions to gauge satisfaction levels.
  • Provide feedback to management on customer service process efficiency.

Skills Requirements

  • High school diploma, GED, or equivalent qualification.
  • Previous experience as a Service Technician or in Technical Operations.
  • Familiarity with customer service principles and practices.
  • Proficiency in MS computer applications.
  • Understanding of administrative procedures.

 

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