Service Desk Coordinator

Role Overview

This position connects field technicians and clients by turning inspection notes and breakdown reports into clear, priced service proposals. Day to day, you will prepare commercial estimates, chase customer sign-offs, maintain maintenance schedules, and handle service-related emails so that no repair or preventive visit stalls due to administrative gaps. For the business, you are the operational link that keeps after-sales work profitable, on time, and professionally communicated.

Key Responsibilities

• Convert technician call-out findings and preventive maintenance reports into accurate commercial quotations covering parts, labour, and replacements.
• Monitor all outstanding quotes, follow up with clients for approvals, and ensure signed orders move to completion within agreed deadlines.
• Support presales team members by preparing pricing estimates for project engineering tasks alongside routine maintenance work.
• Liaise with the Support Coordinator to align preventive maintenance visits and confirm that technician deployments stay on schedule.
• Track equipment repairs and component replacements so that known issues are resolved before the next scheduled maintenance visit.
• Act as the first administrative contact for client service enquiries, clarifying quote details and resolving routine customer concerns.
• Raise operational risks such as inventory delays, approval bottlenecks, or scheduling conflicts to department leadership for quick resolution.
• Keep internal logs and tracking systems updated with quotations, approvals, service requests, and maintenance timelines, while providing general administrative support across the service department.

Requirements & Qualifications

• Diploma or degree in Business Administration, Engineering, Information Technology, or a related discipline.
• At least 1–2 years of experience in service coordination, sales support, customer service, or service desk operations, ideally within a technical, engineering, or security environment.
• Proficiency in Microsoft Office, particularly Word and Excel, for drafting documents, managing data, and tracking figures.
• Hands-on familiarity with CRM platforms, service desk ticketing tools, or quotation management software is an added advantage.
• Strong attention to detail when working with numerical data, part numbers, and commercial pricing.
• Self-driven follow-up skills, with the ability to pursue outstanding approvals and unresolved tasks without constant supervision.
• Clear written and verbal communication for professional client emails and internal coordination with technical and presales teams.

What We Offer / Why Join

This full-time, on-site role is based in Nairobi and offers a gross monthly compensation of KES 60,000–80,000. You will gain direct exposure to technical service operations, commercial quotation work, and cross-team coordination within a professional engineering and technology environment.