Customer Aftersales & Installation Coordinator Location: St Albans Contract Type: Permanent Hours: Full time Salary: Competitive About Us: Franke Coffee Systems UK Ltd. is a leading company in coffee machine industry committed to excellence and innovation. Together with our trade partners, we are committed to delivering premium best-in-class in-cup-quality, consistency and beverage variety, as well as ensuring an outstanding customer experience through constant innovation. Job Summary: In this role, you will be responsible for managing the aftersales and installation process for our new coffee machines. This includes coordinating the scheduling of installations, reinstallations, pre-delivery inspections (PDI), and engineer visits. You will work closely with account managers, engineers, couriers, and customers to ensure a smooth and timely service. Key Responsibilities: Coordination of Machine Installations: • Arrange and schedule the installation of new coffee machines in collaboration with the assigned account managers. • Manage reinstallation of machines when needed, ensuring timely delivery and setup. PDI (Pre-Delivery Inspection) Calls: • Schedule PDI calls to ensure all machines are fully inspected and tested before installation. Engineer Scheduling: • Coordinate and schedule engineers for installations, repairs, or reinstallation of machines. • Ensure engineers are fully briefed and equipped for each job. Courier Management: • Arrange for the timely dispatch and delivery of coffee machines and related equipment via couriers. • Track shipments and ensure that deliveries align with installation schedules. Account Management Collaboration: • Serve as the main point of contact for allocated account managers, providing updates on installations, scheduling, and any aftersales service. • Communicate effectively to keep account managers informed of any delays or issues. Customer Communication: • Liaise directly with customers to arrange installation schedules and confirm all necessary details. • Provide post-installation support to ensure customers are satisfied with the service. Documentation & Reporting: • Maintain accurate records of installations, PDI calls, and engineer schedules. • Prepare reports on the status of installations, re-installations, and any issues encountered. Team Collaboration: • Work closely with other coordinators and departments to ensure smooth operations and customer satisfaction. Requirements: • Communication Skills: Excellent verbal and written communication skills, with a customer-focused attitude. • Organisational Skills: Strong ability to multitask, prioritize workload, and meet deadlines in a fast-paced environment. • Problem-Solving: Ability to troubleshoot and resolve scheduling conflicts or other logistical challenges. • Tech-Savvy: Proficient in using scheduling software, SAP B1, Microsoft office • Team Player: Able to work collaboratively with account managers, engineers, and other stakeholders. • Proactivity: Ability to anticipate needs and take initiative • Flexibility: Willing to step into different roles and take on additional responsibilities as needed. Why Join Us: • Opportunity to work in a collaborative and innovative environment. • Professional growth and development opportunities. • Competitive salary and benefits package. • Be part of a company committed to excellence and innovation. • 25 days of holidays • Private Healthcare for you, with the option to add partner and children • Life Insurance • Income Protection • Cycle to Work Scheme • EV Car – Salary Sacrifice scheme You may also have experience in the following: Aftersales Advisor, Aftersales Supports, Customer Service Advisor, Customer Service Executive, Customer Service Officer, Customer Service Representative, Contact Centre Operative, Customer Service Agent, Call Centre Operative, Customer Support, Client Support, Customer service administrator, etc. REF-(Apply online only)