Engineering Support Coordinator

Zahrawi Group is a leading company in the GCC Healthcare Industry with its presence in UAE, KSA, Qatar, Bahrain, & Oman markets. The company supplies and distributes high-quality products and services to Hospitals, Clinics, Laboratories, & Analytical Industries.

The Engineering Support Coordinator is responsible for managing customer relationships, providing administrative support, and coordinating service operations.

• Communicate with customers to provide detailed information about machine contracts and available services.
• Receive service inquiry calls from customers and assign the appropriate service engineer to resolve the issue.
• Respond to customer inquiries regarding service schedules.
• Conduct customer satisfaction surveys and analyse feedback to identify areas for improvement.

• Provide comprehensive administrative support, including filing records, compiling weekly reports from Service Engineers, and reporting any occurrences directly to the Line Manager.
• Prepare and submit all necessary documentation for Health Authority compliances related to new installations to ensure high standards of customer service.
• Maintain and update a database of instruments, customers, and service contracts for all existing clients on a regular basis.
• Prepare necessary documentation for ISO and supplier audits.

• Oversee the seamless execution of service operations carried out by Service Engineers.
• Monitor inventory levels of spare parts, consumables, and reagents to ensure continuous optimal performance of instruments.
• Collaborate with the Sales and Accounts Departments to track transactions related to spare parts orders, service contract invoicing, and payments.
• Generate system actions (SO, CQ, PO) as required.
• Receive the Installation Request Form from the sales team, create the asset, and coordinate with the Line Manager to allocate tasks among the service team.
• Collect final acceptance documents from the service team and share them with the Finance and Collection teams.
• Track and oversee the progress of job orders and service contracts.

• Candidate must be based in the UAE and should be willing to move to company visa.
• 1+ years of relevant experience.
• Problem-solving and analytical thinking, team coordination, technical proficiency, operations management, and time management skills.