Service & Hardware Support Specialist

Job description

**Be Part of Our Next Chapter** For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started! We’re a global technology company focused on creating dynamic, smart, personalised and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia. Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – *Creating Connections. Empowering Partnerships. Always Evolving*. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history. We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences. To lead and optimise post-sales service operations across the business unit by delivering effective customer support, building scalable service capability, and enabling high-quality service outcomes. The role is responsible for developing service networks, driving operational efficiency, strengthening customer support processes, supporting project delivery, and identifying service-related revenue opportunities while maintaining strong cross-functional relationships. ### Key Responsibilities for the role Service Network & Capability - Develop and maintain a scalable and effective post-sales service capability across India to support customer demand and enable consistent service delivery.​ - Establish and expand local service support networks across key states and locations in line with business requirements.​ - Develop and implement support standards and processes to improve service effectiveness and customer experience.​ - Deliver training and capability development initiatives across the service support network and service teams.​ Service Delivery & Operational Excellence - Ensure efficient and high-quality delivery of post-sales services through effective service coordination, performance management and operational governance. ​ - Coordinate, manage and attend service activities and customer support requirements as needed.​ - Deliver service outcomes within agreed turnaround times (TAT) and customer commitments.​ - Manage service documentation and reporting, including service call logs, weekly updates, warranty records and materials tracking.​ - Monitor service performance and support continuous improvement initiatives.​ Service Commercial Performance - Support business growth through the development and expansion of service-led revenue opportunities.​ - Develop and implement Annual Maintenance Contract (AMC) models for the India market.​ - Support forecasting and revenue projections associated with service offerings.​ - Identify and drive additional revenue opportunities through out-of-warranty component sales and services.​ Customer & Stakeholder Management - Build trusted customer and internal partnerships to support service excellence and long-term operational outcomes.​ - Develop and maintain strong working relationships with customer project teams and internal stakeholders.​ - Partner with production teams to support ongoing availability of replacement components.​ - Drive positive customer outcomes and contribute to strong customer satisfaction and QBR results. ### Qualifications and experience - Demonstrated technical knowledge of electrical and electronic equipment, materials, manufacturing processes and industrial machinery.​ - Experience supporting post-sales service delivery, troubleshooting and customer support activities within a technical or operational environment.​ - Strong capability in planning, coordinating and executing multiple workstreams, with sound problem-solving and critical thinking skills.​ - Ability to interpret and apply technical standards, operating procedures and service requirements to support service outcomes.​ - Proficiency in Microsoft Excel and confidence working with operational reports, service data and performance tracking. Salesforce experience desirable. ​ - Strong written and verbal communication skills in English and local language(s); understanding of South Indian languages is advantageous.​ - Demonstrated ability to build effective working relationships across customers, suppliers and cross-functional internal teams.