Key Responsibilities

• Customer support and service coordination
• Be the primary contact for post-sales enquiries (parts availability, pricing, lead times, service requests, warranty). Raise service jobs, schedule appointments, and coordinate with technicians to meet SLAs. Prepare and follow up on quotations, sales orders, delivery orders, invoices, and credit notes.Manage warranty and RMA processes, including documentation, claims submission, and closure.Handle escalations and resolve issues (delays, backorders, DOA/defects) promptly.
• Parts sales and order management
• Identify parts requirements using EPC/parts catalogs and technical diagrams. Source and price parts (OEM/aftermarket), negotiate with suppliers, and optimize margins. Process orders end-to-end: picking, packing, shipping, and delivery coordination. Track open orders, expedite critical shipments, and keep customers updated.
• Inventory and logistics
• Monitor min/max levels, safety stock, and reorder points; perform cycle counts and stock takes. Maintain item masters, part codes, alternates / supersessions, and BOM links in ERP. Coordinate inbound/outbound shipments, customs/export documentation, and 3PL. Reduce slow-moving/obsolete stock and drive stock accuracy.
• Commercial and reporting
• Achieve KPIs for parts revenue, fill rate, OTIF, quotation hit rate, and service CSAT. Prepare weekly/monthly dashboards (sales, margins, aged backorders, warranty KPIs).Support promotions, service contracts / AMCs, and upsell / cross-sell of accessories and services.
• Compliance and quality
• Ensure adherence to ISO/QA procedures, import/export controls, and workplace safety.Maintain proper records in CRM/ERP and audit trails for financial and warranty compliance.

Requirements

• Diploma or Degree in Supply Chain, Mechanical/Electrical Engineering, Business, or related.
• 2–5 years’ experience in parts, after-sales, service coordination, or technical customer service (automotive, heavy equipment, industrial machinery, MHE, marine, HVAC, electronics, or similar).
• Familiar with ERP/CRM (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics) and MS Excel.
• Able to read technical drawings/parts catalogs; strong product/technical aptitude.
• Customer-oriented, with strong communication, problem-solving, and follow-up skills.
• Organized and detail-oriented; able to manage multiple priorities in a fast-paced environment.

Good to Have

• Experience with warranty/RMA processes and dealer/distributor networks.
• Knowledge of import/export, INCOTERMS, and basic customs procedures.
• Basic understanding of service operations and field technician workflows.
• Certifications in inventory management or logistics (e.g., APICS/CSCP/CPIM).