About Aptella

At Aptella, we collaborate closely with our customers to deliver automation and positioning technology that creates real-world value. With over 350 employees across Australia, New Zealand, and Southeast Asia, we design, deploy, and support technology solutions that improve efficiency, productivity, and safety.

We are solutions-led and customer-focused, partnering with our customers and each other for the long term.

The Role

The Customer Service Coordinator (After-Sales) is responsible for proactively engaging with existing customers to promote, coordinate, and schedule servicing or maintenance of equipment previously supplied by Aptella.

This role plays a key part in ensuring customer satisfaction, retention, and ongoing product performance by delivering timely and professional service support. Initially focused on weighing calibration servicing, the role will progressively expand to include laser, total station, and layout equipment servicing coordination.

A core component of the position is maintaining high-quality customer data and service records within Microsoft Dynamics Customer Engagement (CE) to support proactive service planning and customer engagement.

Key Responsibilities

• Proactively contact customers via phone, email, or SMS to promote and schedule servicing or maintenance based on equipment purchase or service dates.

• Call customers to advise on planned servicing requirements, beginning with weighing calibrations and expanding to laser, total station, and layout equipment servicing.

• Coordinate and schedule service appointments with field service technicians, workshops, or service centres.

• Monitor and respond to mailbox enquiries, following up with customers and field coordinators to ensure timely responses and service bookings.

• Maintain and update the customer database within Microsoft Dynamics CE, ensuring service history, customer details, and equipment records remain accurate and current.

• Educate customers on the benefits of regular maintenance, service intervals, and compliance requirements where applicable.

• Respond to customer enquiries regarding service availability, costs, and timelines.

• Assist with preparing service quotations and following up with customers where required.

• Identify potential upsell or cross-sell opportunities and pass qualified leads to the relevant sales teams.

• Collaborate with service technicians, service managers, and parts coordinators to ensure smooth service delivery.

• Monitor and report on service campaign activity and KPIs such as service bookings and customer engagement.

Skills and Experience

• Strong experience working with CRM systems is essential, ideally Microsoft Dynamics Customer Engagement (CE).

• Experience in customer service, service coordination, or outbound customer contact roles.

• Confident making outbound calls to customers to discuss servicing and maintenance requirements.

• Excellent verbal and written communication skills.

• Strong time management and organisational skills.

• High attention to detail and commitment to maintaining accurate customer records and data.

• Ability to manage multiple tasks and follow up proactively.

• Experience in a technical, service, or equipment-based industry is desirable.

• Sales or upselling experience is advantageous but not essential.

Key Competencies

• Customer-focused approach

• Proactive communication

• Strong systems and data management capability

• Team collaboration

• Initiative and follow-through

• Problem-solving mindset

• Accountability and ownership

Why Aptella

At Aptella, we do more than sell technology — we support our customers throughout the entire lifecycle of their equipment and systems. After-sales service is a critical part of that promise.

You’ll be joining a well-established, growing business with a strong reputation across Australia, New Zealand, and Southeast Asia. Our teams work collaboratively, value accountability, and take pride in delivering reliable, professional service to our customers.