Customer Aftersales & Installation Coordinator

About Franke

We, the Franke company with its three divisions, are a world's leading supplier of products and services for domestic kitchens, the professional foodservice systems and the convenience store sector as well as for professional coffee making. With around 60 companies, we are at home on five continents. Over 8,000 employees constantly take on new perspectives to identify opportunities and turn them into inspiring, innovative solutions for tomorrow’s demands.

The Franke Coffee Systems division is a leading global provider of state-of-the-art solutions for professional coffee making. 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.

About the job

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.

Your tasks

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

What we offer you

• 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