JOB DESCRIPTION

The Service Coordinator is responsible for overseeing the entire lifecycle of service jobs, including repairs, troubleshooting, installation, and maintenance of navigation and communication equipment. This role ensures high-quality service delivery and customer satisfaction, from initial inquiry to job completion, while managing internal teams or outsourcing when necessary.

REQUIRED SKILLS AND ABILITIES:

• Maintain a positive and responsible attitude, demonstrating professionalism in all aspects of the role.
• Excellent oral and written communication skills in English, with the ability to convey information clearly and effectively.
• Possess strong interpersonal skills to build positive relationships with customers and team members.
• Demonstrate strong problem-solving abilities in daily operations to resolve issues efficiently.
• Ability to lead and manage teams effectively to achieve desired outcomes.

EXPERIENCE AND QUALIFICATIONS:

• 1-2 years of experience in a similar role, preferably in customer service or coordination within the maritime industry.
• Familiarity with shipbuilding, oil and gas (rigs, refineries), or naval-related industries is a plus but not required.
• A bachelor’s degree or diploma in Electronic or Electrical Engineering is preferred
• A diploma or certification in IT, Electrical, or Electronics is preferred.

• Respond proactively to customer inquiries and complaints, aiming to resolve issues with long-term solutions.
• Take ownership of service projects after purchase order confirmation and assign tasks to service engineers or outsource when required.
• Work closely with the Sales Manager and Service Engineers to ensure availability of spare parts, preventing project delays due to lack of supplies.
• Create and manage daily service job schedules, assigning tasks to engineering teams in collaboration with the Sales Manager to meet customer requirements.
• Ensure service jobs are attended to promptly and according to customer specifications, maintaining high-quality standards.
• Represent the company positively in all interactions, upholding standards of performance, safety, quality, and customer service.
• Strive to achieve the highest level of quality and customer satisfaction throughout service job execution.
• Collaborate with the Sales Manager and Finance team to ensure accurate customer invoicing while adhering to Thawe Marine’s profitability expectations.
• Regularly review service reports submitted by the engineering team and provide feedback for continuous improvement.
• Ensure 100% compliance with all export guidelines and industry regulations.