AV Coordinator

Role: AV Coordinator

Location: Pune, India – on-site 5 days per week (no hybrid working is available)

Hours: 40 hrs per week, on a shift basis covering 7:00 am to 4:00 pm; 8:30 am to 5:30 pm and 10:00 am to 7:00 pm

Yorktel-Kinly is a unified global leader in collaboration, systems integration, and managed services. We focus on transforming workspaces, simplifying complexity, and empowering people. Our in-house expertise includes AI-powered room monitoring, 24/7 support, and a unique enterprise service layer, enabling us to operate with even greater agility, efficiency, and precision.

With 27 offices in 11 countries, 1,600 colleagues, 900 specialist accreditations, 40-years' professional experience and 2,500 customers, we are delivering scalable, secure, and sustainable solutions around the world.

Due to continued growth within our key client account, we are now looking to add a new role into the team, who will work as the Client Service Coordinator, based on the client site in Pune, who will work as part of our Global Support team, assisting the client with their technical requests and faults.

The role will involve making decisions on how the request should be dealt with, what follow-up action is required and then channelling the information and requests to the relevant people for subsequent action.

Key Responsibilities:

You will be part of a Global team that acts as a first point of contact for the client to ensure their requests and faults are delivered punctually at scheduled times and in accordance with agreed SLAs.

Cases are managed from start to end with an emphasis on clear and constant communication to provide a world-class customer service.

• Responsible for day-to-day reactive logging of client requests and faults while constantly being aware of the impact to the client
• Working closely with the SME (Subject Matter Experts) team to build working relationships for utilisation of increased technical support and understanding
• Responsible for keeping lines of communication active between internal and external contacts
• As a case owner you will need to ensure all parties responsible for the progression of a case are actively updating and working towards a resolution
• Ensuring case management for support issues, projects and Managed On Site queries and requests are in line with the client's processes and our contractual obligations for the client
• Coordinating any repair works of faulty equipment, liaising with manufacturers and in-house repairs whilst taking financial impact into consideration
• Organising engineer attendance globally with the assistance of our global partners ensuring that they attend the site in the requested SLA time frames and provide satisfactory resolutions
• Liaising with the Field Service Engineering team to dispatch resources locally and aligning SME remote support to be available should it be required
• Asset Management and weekly / monthly / quarterly reporting
• Involvement in the service handover from Projects for clients to understand their support available and the contractual obligations agreed
• Assisting and identifying with the onboarding process of potential suppliers and partners for us to better support more countries across the globe
• Identifying asset changes to client estates during case management and notifying the responsible team with clear and accurate information

Skills and experience:

• Proven experience working within the audio-visual industry in a support capacity
• Strong attention to detail
• Solid administration skills and the ability to prioritise
• Client and customer focused
• Strong communication skills, both written and oral
• Fluency in English to a professional level is essential

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.

If you do require details of the vacancy or the application process in an alternative format, please email outlining your requirements. (please note no applications can be received via this email address)

Equal Opportunities:

At Yorktel-Kinly, we are unified by a commitment to providing a working environment that is as inclusive, responsible and welcoming as possible for all our teams and prospective employees. We provide equal employment where all applicants are encouraged to apply, regardless of sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other protected characteristics. We want you to bring your true self to work and provide you with a workplace where you can thrive. We welcome your application and look forward to seeing you at Kinly soon.