After Sales Coordinator

The After Sales Coordinator is responsible for managing and coordinating all after-sales activities to ensure timely, effective, and high-quality support to Fariba Pack customers. This role acts as the primary link between customers, Fariba Pack’s internal teams, and Italian manufacturing partners, supporting service, spare parts, preventive maintenance programs, and factory and site acceptance activities throughout the equipment lifecycle.

Key Responsibilities 

Customer Support & After-Sales Activities

• Serve as the main point of contact for customers regarding after-sales requests, including service, technical support, spare parts, and warranty-related matters
• Ensure prompt, professional, and consistent communication with customers, tracking requests through to resolution
• Proactively promote after-sales initiatives such as preventive maintenance programs, recommended spare parts programs, and long-term service solutions

Service, FAT & SAT Support 

• Coordinate and support service activities, including scheduling Fariba Pack service engineers and factory technicians
• Support Factory Acceptance Tests (FATs) at manufacturing facilities in Italy, acting as a liaison between customers, Fariba Pack, and the factories
• Support Site Acceptance Tests (SATs) and commissioning activities at customer sites, including preparation, coordination, documentation, and follow-up

Spare Parts & Logistics 

• When needed, support the management of spare parts inquiries, quotations, order processing, and follow-up
• Coordinate with Italian factories, suppliers, and logistics partners to ensure accurate lead times and timely deliveries
• Track spare parts orders and proactively communicate status updates to customers

Factory & Internal Coordination 

• Maintain continuous contact with Italian manufacturing partners to support technical alignment, service actions, and customer needs
• Act as a communication bridge between customers, factories, and internal teams to ensure transparency and alignment
• Collaborate with Sales, Engineering, and Finance teams to support customer commitments and after-sales programs (Preventive Equipment Maintenance, Spare Parts Initiatives, etc….)

Process, Documentation & Reporting 

• Maintain accurate records of service activities, FAT/SAT results, spare parts orders, and installed equipment
• Support continuous improvement of after-sales processes, documentation, and customer communication
• Assist in tracking and reporting after-sales KPIs, including response time, service effectiveness, and customer satisfaction

Qualifications & Skills 

• 1-3+ years of experience in an after-sales, service coordination, customer service, or operations role in a technical or industrial environment
• Strong organizational skills with the ability to manage multiple priorities simultaneously
• Excellent written and verbal communication skills
• High attention to detail and strong problem-solving mindset
• Comfortable working with international teams and customers
• Proficiency in Microsoft Office; experience with ERP/CRM systems is a plus

Preferred Qualifications 

• Experience with packaging machinery, automation, pharmaceutical, medical device, or industrial equipment
• Familiarity with spare parts management and international logistics

Why Fariba Pack 

• Opportunity to work with established European machinery manufacturers
• Exposure to complex technical projects and international operations
• Hands-on role with growth and professional development opportunities
• Collaborative, customer-focused team environment
• Strong US-based Team and company culture