Service Quality Co-ordinator

Iktrax; Aberdeen City; On-site; GBP 30,000 - 40,000; Full time

Job summary

A reputable manufacturing firm in Aberdeen City is seeking a Service Quality Coordinator to manage customer support queries and ensure a seamless after-sales experience. The ideal candidate will have experience in after-sales support, strong organizational skills, and the ability to communicate effectively with both customers and internal teams. Applicants must have the right to work in the UK. This role offers the opportunity to contribute to continuous improvement initiatives within the company.

Qualifications

• Experience in an after-sales support or coordination role, ideally within manufacturing.
• Understanding of ISO standards and integrated management systems.
• Previous auditing or root cause analysis experience is desirable.

Responsibilities

• Act as the primary point of contact for all after-sales support enquiries.
• Liaise with customers to provide updates on support requests.
• Log customer queries, complaints, and feedback accurately.

Skills

After-sales support experience

Strong organizational skills

Analytical mindset

Strong communication skills

IT proficiency

Tools

ERP systems

Job description

Reporting to the Quality Improvements & HSE Lead, the Service Quality Co-ordinator will focus on supporting customers after product delivery by managing support queries, coordinating timely resolutions, and ensuring a smooth after-sales experience. Working closely with multiple departments, you will help maintain high customer satisfaction and support continuous improvement across the business.

Main Duties & Responsibilities

• Act as the primary point of contact for all after-sales support enquiries.
• Liaise with customers to provide updates on the status of their support requests and ensure agreed response and resolution times are met.
• Log customer queries, complaints and feedback accurately within company systems.
• Coordinate responses by working with engineering, logistics, quality assurance and other departments as required.
• Develop and maintain a library of FAQs, troubleshooting guides and support documents.
• Prepare reports that summarise key insights, recurring issues and performance metrics.
• Work with manufacturing teams to review customer feedback, identify trends and highlight areas for improvement.
• Manage warranty claims and returns in line with company policies.
• Support the implementation and ongoing management of a ticketing or support database system.
• Ensure all after-sales activities comply with legal, regulatory and internal company requirements.
• Assist with internal and external audits related to ISO 9001 and ATEX/UKEX/IECEx.
• Escalate complex or unresolved issues to the Line Manager where necessary.

What experience would we like you to have?

Please note, if you don’t tick every box but feel you have relevant skills or experience, we would still encourage you to apply. We welcome applications that highlight transferable skills and experience.

• Experience in an after-sales support or coordination role, ideally within manufacturing or a similar environment.
• Understanding of electronic products is desirable but not essential.
• Familiarity with ISO standards and integrated management systems.
• Strong organisational skills with the ability to manage changing priorities and periods of high workload.
• Analytical mindset with the ability to interpret data and identify trends.
• Previous auditing or root cause analysis experience is desirable.
• Strong verbal and written communication skills and the ability to engage with internal and external stakeholders.
• Good IT proficiency and experience using ERP or support systems.
• Ability to assess problems and resolve customer issues efficiently.
• A collaborative team player who can also work independently when required.

Applicants must have the right to work in the UK and not require sponsorship.