IMA Pacific Company Limited

We are in IMA Group, which is the world leader in the design and manufacture of packaging machinery for both pharmaceutical products, tea filter bags and food. More than 90% of IMA’s turnover is earned on the international markets. Most of the demand comes from multinational companies operating out of the more industrialized countries. We, IMA Pacific Co., Ltd., market the machines manufactured by the Group companies and external parties and provide related customer service in Asia-pacific territories.

To keep up with their rapid growth, we are currently looking for:

About the role

The After-Sales & Sales Support Coordinator acts as the main coordination point for customers regarding after-sales service, technical support, maintenance, spare parts, and service-related inquiries. This role coordinates machine installation, commissioning, preventive maintenance, repairs, troubleshooting visits, upgrades, and technical interventions across the Asia-Pacific region for IMA Group, the world leader in the design and manufacture of packaging machinery for pharmaceutical products, tea filter bags, and food.

Key responsibilities

After-Sales Service & Customer Support — Primary Responsibility

·         Act as the main coordination point for customers regarding after-sales service, technical support, maintenance, spare parts, and service-related inquiries.

·         Receive, follow up, and coordinate customer service requests with IMA Group companies, Service Engineers, technical specialists, suppliers, and internal teams.

·         Coordinate machine installation, commissioning, preventive maintenance, repairs, troubleshooting visits, upgrades, and technical interventions.

·         Monitor open service cases and ensure timely follow-up until completion and customer confirmation.

·         Maintain records of service activities, outstanding issues, service history, and customer requirements.

·         Proactively follow up with customers after service interventions to ensure satisfaction and identify further service opportunities.

·         Support the development of long-term customer relationships and improve the overall customer experience.

 Service Engineer & Technical Coordination

·         Coordinate schedules and assignments for Service Engineers and technical specialists.

·         Arrange travel, accommodation, visas, transportation, factory access, and other logistics required for service activities.

·         Coordinate technical documentation and information required before customer visits.

·         Ensure engineers and customers receive the necessary schedules, documentation, and contact information before service interventions.

·         Follow up on engineer reports, service documentation, and outstanding actions after customer visits.

·         Coordinate with IMA Group companies regarding specialist availability and technical support.

Spare Parts & Service Commercial Support

·         Coordinate customer requests for spare parts, service quotations, technical interventions, maintenance agreements, and machine upgrades.

·         Prepare and follow up quotations for service, spare parts, technical support, and related after-sales activities.

·         Coordinate purchase orders, order confirmations, invoices, payment status, and related documentation.

·         Follow up with factories, suppliers, logistics providers, and customers regarding spare-parts availability and delivery.

·         Maintain accurate records of service quotations, orders, and ongoing opportunities.

·         Support the Service and Sales teams in identifying opportunities for spare parts, preventive maintenance, upgrades, and other after-sales solutions.

Logistics & Shipping Coordination

·         Coordinate domestic and international shipments of spare parts, service equipment, and machinery when required.

·         Prepare and review shipping, export, import, and customs documentation.

·         Liaise with freight forwarders, customs brokers, suppliers, IMA Group companies, and customers.

·         Track shipments and proactively resolve delivery or logistics issues.

Sales Support — Secondary Responsibility

·         Support the Sales team in preparing quotations, commercial proposals, sales orders, purchase orders, invoices, and other commercial documentation.

·         Coordinate with customers and IMA Group companies regarding sales-related documentation and order follow-up.

·         Support Sales Managers with meeting preparation, presentations, customer correspondence, and follow-up actions.

·         Assist with order administration from order confirmation through project handover when required.

Marketing & Customer Engagement — Secondary Responsibility

·         Support local marketing activities, exhibitions, seminars, open houses, customer events, and product demonstrations.

·         Coordinate invitations, customer databases, event logistics, marketing materials, and follow-up activities.

·         Support preparation of presentations, brochures, customer communications, and basic digital marketing content.

·         Coordinate with IMA Group marketing teams on regional marketing initiatives.

·         Assist Sales and Service teams with customer campaigns including service promotions, preventive maintenance, upgrades, spare parts, and customer engagement initiatives.

Management & Business Support

·         Facilitate coordination between Service, Sales, Finance, Logistics, and IMA Group companies.

·         Undertake additional responsibilities and special projects as assigned by management.

Additional Requirements

·         Communicate effectively and professionally in English and Thai with customers, suppliers, and international colleagues daily.

·         Prepare business correspondence, reports, presentations, service documentation, and commercial documentation in English and Thai.

·         Work confidently in a multinational and multicultural business environment.

·         Demonstrate a strong customer-service mindset, ownership of follow-up actions, and the ability to coordinate issues through to resolution.

About you

• Bachelor’s degree in business administration, International Business, Marketing, Logistics, Engineering Management, Industrial Engineering, or a related field.

• Minimum 3-5 years of experience in After-Sales Service Coordination, Customer Service, Technical Service Administration, Spare Parts Coordination, Project Coordination, Sales Support, or related functions.

• Experience in industrial machinery, food processing, food packaging, engineering services, automation, or technical equipment will be an advantage.

• Experience coordinating Service Engineers, technical interventions, spare parts, machine installation, commissioning, or maintenance activities will be highly advantageous.

• Excellent command of English and Thai, both spoken and written, with the ability to communicate professionally with international colleagues and customers.

• Strong interpersonal, communication, coordination, customer-service, and problem-solving skills.

• Strong organizational and time-management skills with excellent attention to detail.

• Ability to manage multiple priorities and work effectively under pressure and tight deadlines.

• Proficient in Microsoft Office applications, particularly Excel, Word, PowerPoint, Outlook, and Teams.

• Experience with ERP, CRM, or business management systems will be an advantage.

• Willingness to support occasional customer visits, exhibitions, and business travel when required.

About us

IMA Group is the world leader in the design and manufacture of packaging machinery for pharmaceutical products, tea filter bags, and food. More than 90% of IMA's turnover is earned on the international markets. IMA Pacific Co., Ltd. markets the machines manufactured by the Group companies and external parties and provides related customer service in Asia-Pacific territories.