Service & Hardware Support Specialist

About Coates Group

For nearly six decades, Coates Group has been delivering impactful connections between leading global brands and their customers through innovative technology solutions. As a global technology company, we specialize in dynamic, personalized customer experiences powered by advanced digital hardware and proprietary content management systems, serving over 50 markets worldwide with headquarters in Sydney, Australia.

Our company embraces the values of a family-owned business combined with a start-up’s innovative energy. We focus on creating connections, empowering partnerships, and continuously evolving to set industry standards and achieve award-winning innovations, including two Australia Good Design Awards and the largest hardware deployment in Quick Service Restaurant history.

Role Overview

The Service & Hardware Support Specialist will lead and optimize the post-sales service operations within the India business unit. The position involves delivering exemplary customer support, building robust service capabilities, driving operational efficiency, supporting project deliveries, and uncovering service-related revenue opportunities while maintaining productive cross-functional relationships.

Key Responsibilities

• Develop and maintain scalable post-sales service capabilities across India aligned with customer demand for consistent service delivery.
• Establish and expand local service networks across strategic states and locations as per business needs.
• Create and implement support standards and processes to enhance service efficiency and customer satisfaction.
• Conduct training and capability-building activities across service networks and teams.
• Manage and coordinate post-sales service activities to ensure timely and high-quality delivery.
• Maintain service performance documentation including call logs, warranty tracking, and reporting.
• Monitor service operations to identify and drive continuous improvements.
• Develop and promote Annual Maintenance Contracts (AMCs) tailored for the Indian market.
• Assist in revenue forecasting and identifying new service-led income streams like out-of-warranty sales.
• Build and nurture strong relationships with customer project teams, internal stakeholders, and production teams to support component availability and customer satisfaction.

Qualifications and Experience

• Technical expertise in electrical/electronic equipment, manufacturing processes, and industrial machinery.
• Experience in post-sales service support including troubleshooting and customer assistance within operational or technical settings.
• Strong skills in planning, coordinating multiple tasks, problem-solving, and critical thinking.
• Ability to interpret technical standards and service specifications to achieve service goals.
• Proficient in Microsoft Excel; familiarity with Salesforce is a plus.
• Excellent verbal and written communication skills in English and local languages; knowledge of South Indian languages is advantageous.
• Proven ability to collaborate effectively across customers, suppliers, and internal teams.

Company Culture and Benefits

Coates Group fosters a creative and inclusive environment where integrity, individuality, and diversity are highly valued. Our leadership prioritizes employee growth and career advancement with initiatives supporting wellbeing such as flexible work options, wellness programs including virtual yoga or meditation, a Global Wellness day, and a volunteer Give Back day.

We maintain a nimble work culture encouraging innovation, teamwork, authenticity, and fun. As an equal opportunity employer, Coates Group does not discriminate on various protected grounds.

Important Notes on Fraud Prevention

Be aware of fraudulent communications impersonating Coates Group. Official communications only come from our valid company domains and authorized application portals. We do not solicit personal or financial information via email. Please exercise caution in response to suspicious contacts.

Use of AI in Recruitment

AI tools may support parts of our hiring process to help review and analyze applications, but all hiring decisions are ultimately made by humans. For inquiries about data processing, please contact us directly.