Customer Service & Aftersales Coordinator

Drago America is hiring a Customer Service & Aftersales Coordinator to support our growing commercial cooking and refrigeration equipment business.

This is a full-time, on-site role based in Houston, TX 77040.

The person in this role will manage customer service requests, warranty claims, service coordination, technician dispatch, parts quotations, parts shipments, and case follow-up for customers, dealers, and service partners across the United States.

• Handle incoming calls and emails related to customer service, warranty, parts, and technical support requests
• Open, organize, and follow up on service cases until resolution
• Receive, review, and process warranty claims from customers and dealers
• Ensure warranty documentation is complete, accurate, and properly signed
• Collect detailed information regarding equipment issues or failures
• Coordinate third-party technicians across the United States
• Follow up with customers, technicians, dealers, and internal teams
• Review service reports to help determine warranty eligibility, misuse, or installation issues
• Coordinate parts quotations and Fed Ex shipments
• Coordinate replacement parts or equipment exchanges with logistics and warehouse teams
• Track service‑related expenses and warranty costs
• Maintain accurate records, including reports, invoices, claims, and case history
• Communicate with the manufacturing team in Mexico when new parts or technical information are needed
• Prepare basic monthly reports on warranty and service performance

• 2+ years of experience in customer service, aftersales, warranty administration, service coordination, dispatch, or technical support
• Bilingual English and Spanish required
• Strong communication and follow‑up skills
• Strong organization and attention to detail
• Ability to manage multiple open cases at the same time
• Proficiency with Microsoft Office, Excel, Word, Gmail, and Google Workspace
• Experience with commercial kitchen equipment, refrigeration, HVAC, restaurant equipment, or industrial equipment is preferred

The ideal candidate is organized, responsible, customer‑focused, and comfortable coordinating between customers, dealers, technicians, logistics, and internal teams. This person does not need to be a technician, but should be able to understand equipment issues, ask the right questions, keep accurate records, and make sure every case is followed through professionally.

• Competitive salary based on experience
• Paid vacation and holidays
• Technical training on company products
• Training opportunities at our manufacturing facility in Mexico
• Growth opportunities within the company
• Professional and collaborative work environment