Aftersales Coordinator

Role Overview:

Join a fast-growing engineering team and be the heartbeat of Intrix's customer experience.

As the Aftersales Coordinator
, you will be the key person ensuring smooth, efficient, and reliable support for our hotel clients and commercial partners. You will manage all post-handover activities for our Intrix Heat Pump Systems — from breakdown coordination to preventive maintenance planning and service performance reporting.

You are the central communication bridge between clients and our technical team — ensuring operational reliability, swift response times, and exceptional service delivery.

Key Responsibilities:

• Maintain and update daily service schedules, breakdown logs, and technician deployment in the system.
• Coordinate with hotel clients and facility teams to plan site visits, confirm access arrangements, and follow up on job completion.
• Record and monitor all aftersales activities, including preventive maintenance, warranty claims, and spare part replacements.
• Communicate with technicians and project teams to ensure timely attendance and closure of service cases.
• Track service parts inventory, prepare request forms, and coordinate with the warehouse for dispatch and delivery.
• Manage WhatsApp service groups and ensure a prompt response from technicians or escalate issues when necessary.
• Escalate urgent issues according to the established escalation chart and ensure timely response within the 30-minute target.
• Prepare weekly and monthly reports on service performance, outstanding jobs, and client feedback.
• Maintain a central database of all after-sales customers, warranty periods, and service contract renewals.
• Support the Aftersales Lead in monitoring manpower utilisation, response time, and client

Requirements

• Diploma or Bachelor's Degree in Business Administration, Technical Management, or equivalent.
• Strong organizational, planning, and multitasking skills.
• Excellent communication and follow-up abilities in both English and Bahasa Malaysia.
• Computer literate — proficient in Google Workspace (Docs, Sheets, Calendar)
• Able to work under pressure, handle urgent calls professionally, and coordinate multiple field

Benefits:

• Free guarded parking
• Company MacBook provided
• Company phone + paid telco line (Maxis/Celcom)