Job Description

Maqo Engineering is a hands-on engineering firm focused on precision, practical problem-solving, and career growth for field teams. The O&M (Operations & Maintenance) Coordinator role is responsible for ensuring seamless post-sale support, maintaining customer satisfaction, and optimizing operational efficiency across service activities.

Job Requirements

Responsibilities:

• Ensure seamless post-sale support including preparing O&M report for paid customers, maintaining customer satisfaction, and optimizing operational efficiency across all service activities.
• Serve as the central liaison between customer success, field teams, technical support, and engineering.
• Maintain a master schedule for all preventive maintenance (PM), inspections, and service visits. Coordinate with field teams to optimize routing and resource allocation.
• Create version control systems to track updates and changes. Ensure all documentation is current, accurate, and accessible to relevant teams. Train field teams on proper documentation standards and protocols.
• Acknowledge customer complaints within same business day. Investigate complaints thoroughly and provide initial assessment. Develop tailored solutions addressing the specific complaint and preventing recurrence. Follow up with customers post-resolution to confirm satisfaction.
• Maintain good tracking of ticket templates for different O&M service types (PM, breakdown, complaint, inspection). Establish field mappings for customer info, asset details, service history, and resolution tracking.
• Identify systemic issues preventing SLA compliance (insufficient staffing, unclear priorities, skill gaps). Escalate bottleneck to senior management with recommended solutions. Coordinate resources across teams to prevent individual team overload.
• Responsible for RMA (Return Merchandise Authorization) process. Create detailed RMA procedures for equipment diagnosis, documentation, and maintain documentation requirements for each RMA (photos, serial numbers, test results, fault codes).
• Manage the interface between customers and multiple equipment vendors to ensure warranty claims are processed efficiently, customers receive timely remediation, and the company maximizes warranty recovery for cost reduction. This includes understanding warranty terms, submitting claims with proper documentation, tracking claim status, coordinating vendor repairs/replacements, and maintaining vendor relationships.
• Maintain an accurate inventory of all tools, ensure proper maintenance and calibration, prevent loss or damage, allocate tools to field teams, track tool utilization, manage replacements, and ensure compliance with safety standards.

Skills