Job Summary The Installation & Support Coordinator/Executive is responsible for scheduling, coordinating, and tracking product/service installations, and providing after-sales technical support to ensure customer satisfaction. The role acts as the key link between customers, field technicians, and internal teams.
Key Responsibilities
- Schedule and coordinate installation visits with customers and field technicians/engineers
- Track installation requests from order to completion, ensuring timelines are met
- Maintain accurate records of installations, service requests, and complaints in the system/CRM
- Serve as the first point of contact for customer installation and support queries (phone/email/chat)
- Troubleshoot basic technical issues remotely before escalating to field teams
- Coordinate with logistics/warehouse teams to ensure timely dispatch of materials/equipment
- Follow up with customers post-installation to confirm satisfaction and resolve pending issues
- Prepare daily/weekly reports on installation status, pending cases, and SLA adherence
- Manage escalations and ensure timely resolution within defined TAT (turnaround time)
- Coordinate AMC (Annual Maintenance Contract) renewals and service reminders, if applicable
- Liaise with vendors/technicians for spare parts, replacements, or repairs
Required Skills & Qualifications
- Bachelor's degree (any stream); technical diploma is a plus
- 1–4 years of experience in installation coordination, customer support, or field service operations
- Strong communication skills (verbal and written)
- Proficiency in MS Office/Excel; CRM or ERP software knowledge preferred
- Good organizational and multitasking skills
- Basic technical understanding of the product/equipment being installed
- Ability to handle customer complaints calmly and professionally
- Solid follow-up and coordination skills across teams