• Field service/Installation jobs arranging & coordination with other departments: Service, Sales, Supply Chain, and Project.
• Support the field service supervisor and mobilize the technician if any equipment breakdown incident requires urgent attention.
• Improve communication between departments and identify the gaps within the installation & service operation team, processes, and systems.
ResponsibilitiesCustomer Service
Key person to liaise with customers for all job arrangements & coordination.
Work closely with the sales team and forward customer inquiries to the sales team for follow-up.
Support field service supervisor for business communication with customers.
Support installation & service manager/service sales/project engineer for business-related meetings.
Promptly feedback on customers' concerns, suggestions, and dissatisfaction to the relevant departments so the company can make necessary improvements.
Service General
Service Input and create all service and parts calls in the Field Service Management (FSM) system and generate issue service orders for all service jobs before/after execution to ensure records are complete and accurate for subsequent billing purposes.
Coordinate service activities (PM service, repairs, parts, WIP, technician schedules, etc.)
Check inventory levels and create requisitions whenever applicable.
Job follow-up and target completion within assigned time frame unless the reason is beyond control.
Job awarded to Sub-Contractor must also be recorded in the Planning Board.
PM Service schedule 100% before the 10th of the month.
Follow up with all the supervisors.
Coordinate if any info is misaligned before being recorded in SAP.
Service van insurance renewal, arrangement for Puspakom inspection & road tax renewal.
Reminder and make an appointment for van service (PM).
Prepare the JHA, HIRARC, PTW, and MOS for the technician and ensure permission is granted before the technician can carry out the job.
To ensure the job schedule and completion before the dateline.
MC10 report to be submitted by every 10th of the month to the Installation & Service Manager.
To ensure and track technicians' labour hour record.
Prepare report for Installation & Service Manager's further analysis.
To record, safe keep and track common / special tools.
Report on missing and damaged tools immediately.
Other Responsibilities
Perform any other duties as assigned by the direct superior.
Required QualificationsRelevant certifications in engineering mechanical & electrical.
Minimum 3 years of customer service, preferably in the engineering industry.
Strong customer service and communication skills, with the ability to provide a positive and empathetic customer experience.
Excellent problem-solving and critical thinking skills to effectively address customer issues.
Knowledge of machineries and maintenance is an added advantage.
Good communication skills in English and Bahasa Malaysia (both oral and writing).
Possess own transport as traveling is required.#J-18808-Ljbffr