Customer Success Assurance - Coordinator

Job Profile Overview:

Responsible for coordinating after-sales support activities for pharma equipment, ensuring smooth customer query handling, service coordination, and documentation compliance. Supports warranty/service evaluation, ticket tracking. Coordinates spare parts, AMC activities, quotations, and technical clarifications while tracking evolving customer needs. Contributes to service revenue growth through renewals, upgrades, and proactive customer engagement.

Education: Graduate in BBA / B Com and/or BE or BTech (preferred but not essential)

Years of Experience: 2 to 4 years in Business Development and Marketing of Projects and/or Aseptic Process Equipments

Work Location: Pune

Travel Requirement: No

Accountable &Responsible for:

1. Manage structured handover from commissioning (I&C) with proper documentation and compliance tracking.
2. Track customer queries to determine warranty, bank guarantee, or chargeable service applicability.
3. Coordinate customer query handling and technical support communication.
4. Ensure tickets raised for technical support queries are tracked, acted upon, and closed.
5. Keep track of quotation submitted for spares, service and AMC.
6. Data collection and assist in presentation of company solutions, catalogues, and service offerings to customers.
7. Maintain site visit schedules and service coordination activities.
8. Assist to conduct market intelligence gathering for spares, services, and customer needs.
9. Coordinate spare parts planning, stock visibility, ERP part code generation, and standardization.
10. Support preparation of quotations and customer proposals.
11. Assist in AMC protocol preparation, renewals, and service contract management.
12. Facilitate system health checks, upgrade recommendations, and techno-commercial offers.
13. Share customer insights with sales, marketing and technical teams.
14. Contribute to AMC, spares, and service revenue targets while ensuring customer satisfaction.

Skills:

1. Strong communication and interpersonal skills
2. Proactive approach and ownership mindset
3. Multitasking capability
4. Analytical skills

Personal Attributes:

1. Strong ownership and accountability toward assigned tasks.
2. Attention to detail
3. Team player with collaborative approach.