Job Summary

The Support Coordinator is responsible for leading and coordinating the Support field service team in Colombia, ensuring operational excellence, customer satisfaction, and achievement of service performance indicators. The role oversees resource planning, field service execution, technical support processes, and team development while ensuring compliance with quality, regulatory, and safety requirements.

The position acts as the primary operational liaison between the service organization, customers, and internal stakeholders, driving continuous improvement initiatives and ensuring the efficient delivery of technical support services.

Key Accountabilities

Team Leadership & People Management

• Lead, coach, and develop Support Engineers, Service Engineers, and IT Engineers to achieve operational objectives.
• Conduct performance evaluations, establish development plans, and provide ongoing feedback.
• Foster a high-performance culture focused on accountability, collaboration, and customer service excellence.
• Ensure adequate staffing, workload balancing, and resource allocation.

Service Operations Management

• Ensure compliance with service KPIs including response time, turnaround time (TAT), SLA performance, preventive maintenance completion, backlog management, and customer satisfaction.
• Monitor the timely and accurate entry of service information into company systems and dashboards.
• Coordinate field service activities and customer visits, ensuring efficient scheduling and resource utilization.
• Act as the primary escalation point for operational service issues.

Technical & Quality Oversight

• Ensure preventive maintenance programs are developed, planned, and executed according to contractual and regulatory requirements.
• Oversee metrology and calibration activities and ensure compliance with internal and external requirements.
• Perform and lead Root Cause Analysis (RCA), CAPA implementation, and continuous improvement initiatives.
• Ensure technical procedures, work instructions, and service documentation remain current and compliant with corporate standards.

Spare Parts & Service Logistics

• Coordinate spare parts planning, inventory management, forecasting, and logistics activities in collaboration with Supply Chain and Logistics teams.
• Monitor inventory availability to minimize equipment downtime and service disruptions.

Compliance & Continuous Improvement

• Ensure compliance with quality systems, regulatory requirements, health and safety policies, and applicable local regulations.
• Participate in audits, inspections, and corrective action implementation.
• Drive operational excellence initiatives to improve productivity, service quality, and customer experience.