Help Desk Support Coordinator-ELV Systems

Help Desk Support Coordinator - ELV Systems

Role Overview:

As a Help Desk Support Coordinator specializing in ELV (Extra Low Voltage) Systems, you will be responsible for managing customer support inquiries, coordinating technical repairs, and ensuring smooth communication between internal teams and clients. Your role involves handling support calls and emails, allocating tasks to the appropriate teams, coordinating with workshops for repairs, and evaluating support performance. Additionally, you will collaborate with account managers, customers, and third-party vendors to address escalations and ensure timely resolution of issues.

Key Responsibilities:

- Handle incoming support calls and emails on a 24/7 basis.
- Allocate service requests to the respective technical teams.
- Coordinate with workshops for repair services and ensure timely completion.
- Prepare and send proposals to customers for minor jobs and repairs.
- Provide performance reports to customers and evaluate yearly support performance.
- Conduct cost analysis of support activities and recommend efficiency improvements.
- Collaborate with account managers to address customer escalations and ensure customer satisfaction.
- Coordinate with customers to arrange Workfront readiness for support team deployments.
- Track customer assets and gate passes to ensure smooth operations.
- Prepare necessary documents for work permits as required.
- Coordinate with third-party vendors for additional support services.
- Schedule planned preventive maintenance (PPM) activities and maintain an asset list of clients.

Required Candidate Profile:

- Bachelor's degree in an electronics-related field.
- Excellent communication skills, both verbal and written.
- Strong work ethic, self-initiative, and ability to work under pressure.
- Proficient in multitasking and capable of working effectively in a team environment.
- Logical approach to problem-solving and troubleshooting.

Education:

- Bachelor's degree (Required)

Experience:

- Minimum 3 years of experience in project coordinating (Required)

Language:

- English (Required)