Careers

Main Purpose of the role

The Aftersales Support Coordinator will support Ishida's Aftersales teams by efficiently handling customer interactions, managing ticketing systems, and processing quotes, orders, and invoices. The role requires a proactive individual who excels in administration, prioritisation, and task coordination. This position demands a strong focus on customer satisfaction and high standards of organizational and communication skills.

Primary Responsibilities

• Aftersales team:
  • Provide 1st tier Customer Support, both internal and external
  • Accurate and timely planning of service visits, liaising with the customer
  • Review all aftersales service paperwork and quote follow up as necessary
  • Support Finance by reviewing and assisting with queries and invoicing tasks.
  • Coordination and oversight for installations including filing of documentation.
  • Take on customer issues and follow through the business until resolved.
  • Facilitation of required Support for all customers, both internal and external
  • Ensure unsolved tasks are escalated within given SLA’s
  • Record events and problems and their resolution within Zendesk.
• Repair centre:
  • Coordinate professional Administration service to local Repair Centre teams
  • Monitor and process reactive queue’s within the Repair Centre
  • Request and receipt Parts Requests
  • Manually handle physical items with variable size and weights (assistance provided where required)
  • Coordinate shipments and prepare all necessary transport documentation
  • Assist the Management teams in the daily running of the centre
• To help support the Training centre when required (holiday/absence cover)
  • Maintain training records (e.g., trainee lists, schedules, attendance sheets)
  • Book classrooms and ensure they’re properly set up
  • Prepare and disseminate material (e.g., instructional notes, feedback forms)
  • Act as a point-of-contact for trainers and participants
  • Resolve issues as they arise onsite
  • Submit reports on training activities and results
• Usage of internal systems including Infor LN, PLM system, CMS, Zendesk and others.
• Work within a highly motivated aftersales support team.
• Achieve set KPI targets.
• Customer management, ensure tasks are owned and customer is always informed
• Liaise with Ishida personnel to resolve ongoing issues as they arise
• To develop support documentation to facilitate more focused fault finding, contribute towards adding knowledge base content in additional languages.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

What skills are we looking for?

To be successful in the role, you must have a good level of spoken and written English, must be able to demonstrate high levels of accuracy and attention to detail, demonstrate experience in coordination or similar role, have experience with ERP systems for order processing, invoicing and issuing credits and have experience of using ticketing systems for managing customer enquiries.

You will be a good team player, able to work to tight deadline's, have good prioritisation skills and have excellent customer service skills and experience.

Are you interested in this opportunity?

Applications should be submitted by the close of 10 June 2025.  

Before applying, if you would like an informal conversation about the role, please contact Helen Grazier as well as having an open and honest chat with your manager.

Please note, applications should be via the link in the email.