Customer Success & Service CoordinatorType: Full-Time, Permanent
Location: Dublin 15
We are seeking an organised, customer-focused and proactive individual to join our Service team as a Customer Success & Service Coordinator. This is a customer-facing role that acts as the central point of communication between our customers, field engineers and internal departments. The successful candidate will help ensure customers receive a responsive, professional and consistent service experience, from initial service request through to completion. As Electro Automation continues its business transformation and investment in modern systems and technologies, this role offers an excellent opportunity to develop within a growing organisation and become part of our evolving Customer Success function. The role combines customer relationship management, service coordination and operational administration, with a strong focus on communication, ownership and delivering an exceptional customer experience.
Responsibilities: Customer Success & Relationship Management
- Act as a primary day-to-day contact for customers, ensuring queries and requests are managed professionally and efficiently.
- Build positive working relationships with customers through proactive communication and responsiveness.
- Support and, over time, facilitate Quarterly Business Reviews (QBRs) with key customers, using service performance data and customer feedback to drive continuous improvement, strengthen relationships, and identify opportunities for additional value and growth.
- Keep customers informed on service progress, engineer attendance, quotations and completion status.
- Ensure customers receive regular updates and clear expectations throughout the service lifecycle.
- Escalate customer concerns promptly and coordinate resolution with internal teams.
- Identify opportunities to improve customer experience and service delivery.
Service Coordination & Administration
- Log and coordinate reactive service calls and planned maintenance activities.
- Liaise with field engineers to coordinate follow-up actions and customer communications.
- Review engineers' service reports and ensure completed work is accurately recorded and actioned.
- Prepare and issue quotations for repairs, maintenance works and replacement parts.
- Track quotation approvals and proactively follow up outstanding customer responses.
- Coordinate scheduling of approved works and required resources.
- Process completed maintenance activities through to invoicing.
- Maintain accurate records and documentation within company systems.
Continuous Improvement & Transformation Support
- Support the implementation of new systems, processes and ways of working as part of the Group's digital transformation programme.
- Assist with customer data management, reporting and service performance tracking.
- Participate in continuous improvement initiatives designed to improve efficiency and customer experience.
- Support the future development of customer success processes, customer health monitoring and service performance reporting.
Your Areas of Knowledge & Expertise – That Matters to Us
- Excellent communication and interpersonal skills.
- Naturally customer-focused with a genuine desire to help people.
- Strong organisational skills and ability to manage multiple priorities.
- Ability to build relationships with customers and colleagues at all levels.
- Strong attention to detail and ability to follow through on commitments.
- Comfortable working in a fast-paced, dynamic environment.
- Good IT skills, including Microsoft Office applications.
- Ability to work independently while contributing positively to a team environment.
- A proactive, solutions-focused mindset and willingness to learn.
Bonus Areas – Preferred / Nice-to-Have Skills
- Previous experience in customer service, customer success, service coordination or administration.
- Experience within engineering, facilities management, construction or service-based industries.
- Experience using ERP, CRM or service management systems.
- Understanding of reactive service delivery and planned maintenance processes.
- Experience handling customer communications and issue resolution.
- Experience working within a changing or growing organisation.
What Success Will Look Like
Success in this role means becoming a trusted and dependable point of contact for our customers and service teams. You will:
- Ensure customers feel informed, supported and valued.
- Coordinate service activities efficiently and proactively.
- Build strong relationships with customers and internal stakeholders.
- Help improve customer retention and satisfaction.
- Support the business in adopting new systems and processes.
- Contribute to the development of a modern, customer-centric service operation.
- Develop trusted relationships with customers through proactive communication and participation in QBRs and/or service review meetings.
- Help establish a Customer Success approach that moves beyond reactive administration towards long-term customer engagement, retention and continuous improvement.
Your ability to communicate effectively, build relationships and take ownership of customer outcomes will directly influence customer satisfaction and the continued growth of the Electro Automation Group.
Candidates must be eligible to work in Ireland & full time hours. At this time we do not require the assistance of agencies.
Pay: €38,000.00-€42,000.00 per year
Benefits:
- Bike to work scheme
- Company events
- Company pension
- Employee assistance program
- On-site parking
- Sick pay
Experience:
- Customer Service Desk: 3 years (preferred)
Work Location: In person
