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LCS Call Center & Help Desk Administrator Job Purpose Act as the central coordination point between the LCS team and customers for Maintenance Services covering machinery, utilities, electrical systems, and robotic/automation systems. Responsible for receiving and managing customer service requests through telephone, email, and maintenance service platforms, coordinating with the appropriate LCS engineering teams, monitoring Work Order progress, maintaining accurate maintenance records, and providing timely updates to customers. The role also supports spare parts and inventory administration, maintenance cost tracking, service data management, and customer satisfaction monitoring to ensure efficient service delivery, high equipment availability, and continuous improvement of LCS Maintenance Services. Key Responsibilities 1. LCS Call Center & Help Desk Operations Act as the primary contact point for customers requesting LCS Maintenance Services through telephone, email, and maintenance service platforms. Receive, register, categorize, and prioritize maintenance requests based on equipment criticality and service requirements. Coordinate with LCS engineers and relevant technical teams to assign and respond to maintenance requests. Monitor Work Order progress and follow up with responsible teams to ensure timely resolution. Provide customers with timely updates regarding service status, estimated completion, and resolution. Support 24/7 service coordination as required by the LCS operation. Escalate critical or urgent equipment issues to the appropriate engineering team or management. 2. Work Order & Maintenance Service Administration Create, update, and close Work Orders in the maintenance/service management system. Maintain accurate records of customer requests, maintenance activities, equipment issues, root causes, corrective actions, spare parts used, and actual maintenance costs. Track completed, pending, cancelled, and outstanding Work Orders. Coordinate with LCS engineers to ensure all technical information and service records are properly documented. Monitor service performance against agreed Service Level Agreements (SLAs), response times, and resolution times. Prepare regular reports on service requests, Work Orders, equipment issues, maintenance activities, and service performance. 3. Spare Parts & Inventory Administration Coordinate with LCS engineers to identify required spare parts, quantities, criticality, and appropriate inventory levels. Support the procurement and replenishment of spare parts according to defined minimum and maximum stock levels. Monitor spare parts usage, stock balances, and replenishment requirements. Maintain accurate spare parts records in the relevant system. Coordinate with suppliers and internal teams regarding spare parts availability, delivery status, and lead times. Support inventory optimization to ensure critical spare parts are available when required for maintenance activities. 4. Maintenance Cost & Billing Administration Collect and maintain actual maintenance costs associated with each Work Order and service request. Prepare monthly maintenance cost reports for LCS Maintenance Services. Track costs related to labor, spare parts, external services, and other maintenance activities. Coordinate with relevant teams to ensure complete and accurate cost information for customer billing. Support the preparation of service cost information, quotations, and billing documentation where required. 5. Maintenance Data & Equipment History Management Maintain comprehensive maintenance histories for machinery, utilities, electrical systems, and robotic/automation equipment. Collect and organize data on equipment failures, maintenance activities, failure causes, corrective actions, spare parts consumption, and maintenance costs. Ensure maintenance data is complete, accurate, and up to date. Support the analysis of maintenance data to identify recurring failures, equipment performance trends, and improvement opportunities. Maintain equipment lifecycle information to support maintenance planning, reliability improvement, and future equipment replacement decisions. Support the development of maintenance databases and dashboards for LCS service operations. 6. Customer Satisfaction & Continuous Improvement Coordinate customer satisfaction surveys and collect feedback regarding LCS Maintenance Services. Consolidate customer feedback and service performance results and communicate key findings to LCS teams. Track customer complaints, service issues, and improvement opportunities. Support the development and implementation of corrective actions and service improvement plans. Monitor key service indicators such as First Response Time, First Contact Resolution, MTTR, and Customer Satisfaction. Support Continuous Improvement initiatives to enhance LCS service quality and customer experience. 7. Knowledge Management & Coordination Support the development and maintenance of standardized procedures, work instructions, and service documentation. Coordinate with LCS engineering teams to capture technical knowledge, troubleshooting information, and lessons learned. Support training and knowledge-sharing activities for CPF personnel related to machinery, utilities, electrical systems, digital systems, and robotics. Coordinate with suppliers, service providers, and external partners when technical support or maintenance services are required. Key Performance Indicators (KPIs) First Response Time (FRT) First Contact Resolution (FCR) Work Order Closure Rate Work Order Data Accuracy Customer Satisfaction Score (CSAT) Maintenance Cost per Ticket MTTR Maintenance Service SLA Compliance Spare Parts Availability Customer Complaint Resolution Time Qualification Education Bachelor's degree or higher in Engineering, Industrial Engineering, Mechanical Engineering, Electrical Engineering, Information Technology, Business Administration, or a related field . A degree or educational background related to Maintenance Management, Reliability Engineering, Service Management, or Industrial Operations will be an advantage. Professional Experience Minimum 2–3 years of experience in one or more of the following areas: Maintenance Service Coordination Help Desk / Service Desk Technical Customer Service Maintenance Administration Work Order Management Spare Parts / Inventory Management Engineering Coordination Service Operations Experience in a manufacturing, industrial, food processing, feed, farm, or engineering service environment will be an advantage. Experience working with maintenance management systems such as CMMS, EAM, ERP, or Service Management Systems is preferred. Experience coordinating with engineers, technicians, customers, suppliers, and contractors is preferred. Knowledge Basic knowledge of industrial machinery, utilities, electrical systems, automation, or maintenance operations. Understanding of Preventive Maintenance (PM), Predictive Maintenance (PdM), Corrective Maintenance (CM), and Work Order processes. Understanding of equipment maintenance history, spare parts management, and maintenance cost tracking. Basic understanding of maintenance KPIs such as MTBF, MTTR, FCR, FRT, and Equipment Uptime . Knowledge of inventory management, Min/Max Stock, and Critical Spare Parts will be an advantage. Knowledge of Customer Service, Help Desk, Service Level Agreement (SLA), and service ticket management. Good understanding of data management, reporting, and documentation. Technical & Administrative Skills Strong skills in Microsoft Office, particularly Excel and PowerPoint . Experience with CMMS, ERP, Help Desk, Service Management, or Work Order Management systems is preferred. Ability to accurately record, update, and manage large amounts of maintenance and service data. Ability to prepare reports, dashboards, and service performance summaries. Ability to track multiple Work Orders and follow up with several teams simultaneously. Basic data analysis skills and the ability to identify trends from maintenance/service data. Communication & Coordination Skills Strong communication and customer service skills. Able to communicate effectively with customers, engineers, technicians, suppliers, and management. Strong coordination and follow-up skills. Able to prioritize urgent requests and escalate critical issues appropriately. Good interpersonal skills and ability to work effectively in a cross-functional environment. Service-minded with a strong customer-oriented mindset. Core Competencies Customer Service Orientation Coordination & Follow-up Problem Solving Data Accuracy & Attention to Detail Time Management & Prioritization Service Mindset Teamwork Continuous Improvement Ability to work under pressure Ability to learn new technologies and systems quickly Preferred Qualifications Experience in a 24/7 Call Center, Technical Help Desk, Service Desk, or Maintenance Control Center environment. Experience working with CMMS / EAM systems , such as SAP PM or other maintenance management platforms. Experience managing Work Orders from request creation through completion and billing. Experience with spare parts inventory and maintenance cost management. Basic technical knowledge of Mechanical, Electrical, Utilities, Automation, or Robotics systems . Good command of English for communication, technical documentation, and coordination with suppliers. Willingness to work in a service-oriented environment and support 24/7 operations or on-call coordination , where required.
5,084 call center jobs open right now — here's where they are
Most are in one country. Use that to narrow your search and stand out.
5.084Jobs
3.901CO
10%EN
WorkMundi has 5,084 open call center roles in our database today. Colombia alone accounts for 3,901 of them. If you speak Spanish and can work in a Colombian time zone, you have a huge advantage — start there. If you don't, India (223 jobs), the US (127), Brazil (126), Ecuador (91), and the Philippines (68) are your next best options.
About 530 of these job ads have their text written in English. That's 10 percent. The rest are posted in other languages, which may or may not match the language the job actually requires. Read the full ad carefully — do not assume the language of the posting tells you what you'll speak on calls.
The top hiring employer is COMPUTRABAJO, which posted 2,558 of these roles. If you apply there, you are competing with thousands of other candidates for the same handful of openings. Smaller employers like !Multinacional bancaria (152 jobs) and Importante multinacional (142 jobs) may move faster and give you a better chance to stand out.
When you interview, hiring managers for call center roles always ask about your conflict resolution skills. Have a specific story ready — a time you stayed calm with an angry customer, found a real solution, and made them feel heard. Practice it out loud before you apply. Use WorkMundi's free browser-based interview rehearsal to record yourself, or try the paid AI interview tool that listens live and transcribes your answer.