Job Summary:
The Service Delivery Assistant provides administrative and operational support to the service team to ensure efficient delivery of maintenance, service, and project activities. The role involves coordinating service requests, scheduling field engineers, maintaining customer records, tracking service performance, and ensuring timely closure of work orders while delivering a high level of customer satisfaction.
Key Responsibilities
- Coordinate and schedule service calls, preventive maintenance visits, and engineer assignments.
- Create, track, and close service requests, work orders, and customer tickets.
- Maintain service reports, contracts, asset records, and customer documentation.
- Monitor service-level agreements (SLAs) and ensure timely service delivery.
- Follow up with customers regarding service status, updates, and feedback.
- Coordinate with service engineers, technicians, vendors, and customers to ensure smooth execution of service activities.
- Prepare quotations, purchase requests, invoice-related documentation, and service documentation as required.
- Track spare parts availability and coordinate logistics for service requirements.
- Generate daily, weekly, and monthly service performance reports.
- Support contract management, renewal tracking, and service billing activities.
- Ensure compliance with company processes, quality standards, and safety requirements.
Qualifications & Experience
- Bachelor's degree or Diploma in Business Administration, Engineering, Operations, or related field.
- 1–4 years of experience in service coordination, customer service, service administration, or operations support.
- Experience in HVAC, Building Automation, Facilities Management, Engineering Services, or related industries is preferred.
Key Skills
- Service Coordination & Scheduling
- Customer Relationship Management
- Work Order Management
- Service Documentation
- SLA Tracking
- MS Office (Excel, Word, PowerPoint)
- ERP/CRM Systems
- Communication & Stakeholder Management
- Data Management & Reporting
- Problem Solving and Organizational Skills
Preferred Competencies
- Strong attention to detail
- Excellent communication skills
- Customer-focused mindset
- Ability to manage multiple priorities
- Team collaboration and coordination
- Time management and planning skills