Customer Support Coordinator - Marine Electronics

England, Hampshire, Portsmouth
£26000 - £28000 per annum + Bonus + Pension + Health + Life Assuance
17 Oct 2017
14 Nov 2017
Simon Grant
Location Type
Contract Type
Customer Support Coordinator - Marine
Location: Portsmouth

Position Summary

Customer Support Coordinator is the first line communication, without limited to it, between Customer and Company. Represents Code of conduct and Vision of Company in order to maintain excellent relations with customers. Deals with incoming requests for support, enquiries and complaints by identifying, categorizing and escalating each case separately. Liaise with other responsible Departments in order to propose the best solution both for the customer and the Company. Performs administrative and accounting tasks completing successfully the circle of customer request.

Key Responsibilities

-Identify and prioritize incoming requests
-Ensure timely response to customers
-Register each case in Customer Support IT system
-Escalate the case to Technical Support or Experts and eventually Field Engineers
-Schedule and arrange service remotely and in the field including ensuring appropriate resources availability (human resources, tools & equipment, spare parts)
-Monitoring service progress from initiation to completion and update status in Customer Support IT system
-Verify the completion of support delivered
-Quote to customers according to their requirements and to Technical Support Specialists instructions
-Ensure the proper communication with Field Engineers and Customer's representatives
-Collect, verify correctness and completeness, and Archiving of Technical data retrieved on the field
-Invoice the Customer as per initial quotation based on service outcome
-Consult other Company's stakeholders (Sales, Technical Support and Finance
-Follow the quality management systems requirements

Key Authorities

-Assign Field Support Engineers with Service cases based on their specific qualifications
-Investigate the most cost efficient way for service attendance
-Request proposals and outsource services to 3rd party
-Approve or reject invoices from Service Partners

Needed Education/Certificates/Diplomas, Experience and Profile

-Administration degree desirable
-Experience in Marine Electronics or Shipping relevant environment
-Be able and willing to work one weekend every 6-7 weeks.
-Back office experience
-Focused, Team working
-Well - Organized
-Customer driven
-Business oriented


-Discretionary bonus scheme
-Group pension scheme
-Life Assurance Scheme
-Permanent Health Insurance