After-Sales Coordinator - Technical Support

Summary :   The After-Sales Coordinator is responsible for managing all technical service requests escalated from Frontline Customer Care.

The role combines technical troubleshooting, administrative accuracy, and customer communication. Acting as the main link between customers and the Technical Team, the Coordinator ensures that tickets are properly logged, assessed, quoted, and completed efficiently.

This person must be computer savvy, comfortable with reporting, analysis, and workflow management. They should also possess strong coordination skills and a logical, technically minded approach to problem-solving.

While experience with catering and refrigeration equipment is beneficial, it is not mandatory - provided the candidate demonstrates high adaptability and a strong willingness to learn product details.

Reports to : Customer Care Manager

Location : Stikland, Cape Town

Schedule : Monday – Thursday 08 : 00-16 : 30 & Friday, 08 : 00 - 16 : 00.

Salary : Market related and commensurate with experience

Responsibilities :

Ticket Handling & Administration

• Receive and process all technical after-sales tickets from Respond.io, email, or
• walk-ins.
• Verify ticket details : customer info, equipment type / SKU, serial number, warranty
• status, and urgency.
• Classify tickets as warranty, non-warranty, or urgent call-outs.
• Ensure all information is complete before escalation or resolution.
• Update ticket progress daily and close once jobs are completed.

Technical Coordination

Quoting & Invoicing

Spare Parts & Stock Management

Reporting & Analysis

Customer Communication

Category : Skills & Requirements

Technical Aptitude : Logical and hands-on mindset with the ability to understand how catering and refrigeration equipment functions (training provided).

Computer Literacy :   Strong proficiency in Excel, CRM or ERP systems (Cin7 Core preferred), Microsoft 365, and ticketing tools.

Communication : Clear and professional communication with customers, technicians, and management.

Analytical Thinking : Ability to assess problems, identify patterns, and determine root causes through reporting and observation.

Organizational Ability : Capable of managing multiple tasks simultaneously while maintaining accurate and detailed records.

Customer Orientation : Professional and empathetic approach, emphasizing clear communication, reliability, and customer satisfaction.

Team Collaboration : Works closely with Technical and Frontline teams to ensure smooth ticket flow.

Requirements

Minimum Requirements

Performance Indicators

Career Development

This position serves as a foundation for future advancement into After-Sales Management, or Customer Experience Leadership roles. Training on equipment, ticket systems, and reporting tools will be provided.