The Customer Engagement Manager is responsible for owning the international franchisee relationship and recommending tactics and products to improve overall performance and profitability as it relates to a master franchisee’s technology profile. They are expected to build healthy relationships with international master franchisees, analyze, consult, educate, and propose solutions for technical implementations. The Manager will oversee a team of technical consults and be the main point of contact for all technical implementations and monitor any issues or concerns. They are responsible for developing customer service strategies, partnering with technical delivery managers for successful rollouts, and overseeing the resolution for any concerns or issues.

 

RESPONSIBLITIES

 

Manage a Portfolio of International Master Franchisees and Consult on Technology Solutions  

• Manage relationships with international master franchisees to assess their current needs and recommend solutions and new technology products that increases productivity and profitability of their business.
• Facilitate quarterly international master franchise meetings with DPZ leadership, sales engineers, and technical consultants to review technology business; set objectives and identify shortfalls in customer engagement.
• Proactively lead and drive discussion with markets and DPZ teams, follow up on action items and ensure they are successfully executed.
• Lead and develop proposals for new opportunities and negotiate contracts.
• Be a champion for our international franchisee’s success and advocate for them so they can achieve their business objectives and goals.

 

Analyze Business Opportunities and Propose Recommendations

• Lead the education of international franchisees about the value, benefits, and features to implement to solve business critical problems.
• Conduct quarterly business reviews and identify areas of opportunities.
• Assess against KPIs and metrics that drive increased profitability and recommend technology solutions that focus on growth
• Analyze existing customer engagement process and execute it successfully for international master franchise.
• Analyze market gaps to find opportunities for growth in specific markets.
• Partner with sales engineers and technical consultants to gather requirements, scope and present implementation plans to the customers

 

Monitor Implementation of Solutions, Mitigate Risk or Issues and Oversee Customer Feedback Program

• Manage all aspects of projects, including delivery, communication, and successful rollout and partner with cross-functional teams on execution.
• Act as Domino’s store technology expert and provide support to international stores
• Manage and implement standard process and tools to be used consistently for managing customer projects simultaneously.
• Ensure compliance adheres to the terms and conditions listed in franchisee contracts.
• Partner with international master franchisees and collect regular feedback, build action plans and coordinate with teams to resolve any complaints.
• Collaborate in developing a best-in-class customer success and feedback program and implement with our international master franchise and internal teams

Main Activities:

• 50% on board

• 50% support at the office

• Perform servicing, repairs and maintenance on related industrial equipment (diesel engine, auxiliary engine, Volumetric Meter,etc)

• Good knowledge of high speed diesel engine

• Able to prepare a hand-written work done, with data recorded as per format templates and service report with photos, upon completion of job.

• Experience in handling harbourcraft vessels/small barges operation or coastal bunkering operation

• Liaise with customers on delivery schedule by bunker barges and requirement

Requirements:

• Certificates or Higher in any Marine or Mechanical or Automotive or Engine or equivalent engineering

• Min 2 years of working experience in Engine, Genset or automotive or Marine industries

• Familiar with Singapore port waters

• Valid MPA Helmsman / Steerman (Port limit) license is an advantage but not a must

• Good knowledge in MS Office.

Position Description :To provide service support to Customers.

Specific Duties & Responsibilities

DATA MAINTENANCE

• Create New Customer Account; Create New Material Master .
• Create New Material Master (ALL include Tools)/Flag deletion for obsolete parts
• Maintain Tool Life & FG Relationship
• Prepare Quotation for Tool and part price and Customer orders

SAMPLE MANAGEMENT

• Raise SRF For New Tool/Tool Modification/Prototype
• Coordinate any Raw material required for SRF
• Coordinate with respective support /functional groups for delivery schedule
• Follow up delivery schedule for SPI

CUSTOMER POS PROCESSING

• Receive Customers’ POS through email/fax or download from EDI /Check Selling Price in Order
• Perform Consignment billing issue /return
• Review Raw Materials Replenishment & promptly raise PR to Buyer
• Liaise with Planners for Delivery Schedules
• Timely provide PO acknowledgement & delivery schedule to Customers
• Update Delivery schedules into SAP or any rescheduling requests from Customers after coordinating with planners
• Promptly pre-alert and provide recovery schedules to customers
• Create RMA return order /follow up unblock /any replacement required

CUSTOMER FORECAST MANAGEMENT

Follow up monthly forecast from customer and update for below planning: -

• QRE – sales revenue projections
• Raw material replenishment (customers’ liability & buffer stock agreement)
• Plant capacity review -> provide to planning group
• Review actual vs forecast & follow up action for huge disparity (drop)

TOOL LIFE TRACKING

• Monthly update tool life consumption and balance tool life
• Provide Trigger to Sales and Marketing for Tool replacement if tool life fall short

KPI Tracking /REPORTs

• On Time Delivery Performance
• Customer PO Response Time
• Monthly Premium Freight
• Quarterly Review Slow Moving Items & Follow up with customers

Job Requirements :

• Educational Qualifications: Minimum diploma qualification in any principal.
• Experience: Min 2 years in manufacturing environment.
• Knowledge Required: Basic understanding in ERP/MRP, preferably with SAP knowledge
• Skills Required: Proficient in Microsoft ; Good Communication and Interpersonal skills.
• Attributes Required: Pleasant personality and able to work independently as well as in a team.

if you are interested, please send your resume to [email protected]

• Replace floor mats & install air fresheners at customers' locations
• To exchange and collect sanitary bin
• Follow all directions given by the Service Supervisor
• Ensure that company equipment remains in good and functional condition
• Maintain a positive and professional attitude when interacting with customers

• No work experience required as training will be provided
• Service technician with installation experience are welcome to apply
• Class 3 Driving license is required
• Must be willing to do outdoor job
• Service-oriented
• Mature candidates are welcome to apply

• Company vehicle and petrol card provided when allocated vehicle to drive for work
• Training provided
• Yearly performance review
• We provide 16 days of annual leave, AWS, medical and dental benefits, along with insurance coverage to our employees

Job Responsibility

As a Service & Project Planner you will play a crucial role in ensuring the smooth execution of projects and service job by providing planning, coordination, and administrative support. Working closely with the Department Head. You will be responsible for the project/service planning, safety compliance, and technician management.

Key Responsibilities (But not limited to)

Coordinate with the Department Head to develop detailed project & service plans, schedules, and timelines. Assist in the procurement of inventory and materials required for projects & service. Ensure that all safety documents required by clients are accurately prepared and maintained. Coordinate safety audits, inspections, and compliance checks as needed. Arrange for technicians to attend safety courses, training programs, and certifications. Keep track of all technician certificates and credentials, ensuring compliance with industry standards and client requirements. Maintain organized records, documents, and reports related to projects & service, inventory, and technician qualifications. Ensure documentation is up to date and readily accessible.

Requirements

• Candidates with 2 year of experience with industrial clients.

• Similar Field working experience preferred.

• Diploma or Bachelor's Degree in Engineering or Equivalent.

• Good interpersonal and communication skills.

• Self-motivated and maintain a high level of Discipline

Job Highlight

• Up to $4,500.00 a month with Project Incentive

The Service Manager provides leadership and oversight of the Service Department. They also work closely with the Country Manager and Sales team to promote and grow RSS market share, sales and profitability. The candidate has management responsibility for the back-office operations staff, workshop facilities and Field Service Engineers.

• Rotork Site Service (RSS) Financial responsibility inclusive of reporting accuracy, forecasting, utilization, profit and loss, and business planning
• Achievement of budgeted / forecasted growth targets
• Promote a solutions-oriented mindset (beyond product) throughout Rotork and with clients, and expand on current capabilities to deliver valued services which will differentiate RSS from the competition. i.e. any brand repair, network integration, subcontracting, asset management, etc
• Develop subordinates for current and future RSS needs and to support the development beyond the current skillset
• Lead, manage and motivate the team through performance reviews, to ensure maximum accuracy, efficiency and utility within the territory
• Manage projects within the Service Department, including the workshop and retrofit areas, using the Company’s processes and procedures to meet turnover, cost, profit and agreed budget goals
• Function as an integral part of the site management team reporting into the Country Manager
• Work to develop improved methodology, processes and shared best practices
• Ensure that departmental resources are properly planned and coordinated and that customer needs are met as time and cost effectively as possible. This includes ensuring the timely arrival of materials required to perform service work
• Drives utilization to meet corporate expectations while controlling overtime
• Ensures sales opportunities are handled timely and properly to assist the sales team in order conversion for project or day-to-day service work
• Utilizes local and corporate KPIs and metrics to drive performance and meet the goals
• Performs initial reviews of customer service contracts, master service agreements, etc. for compliance with our terms and conditions
• Ensures that the service team comply with all Rotork health and safety policies and procedures together with the applicable legislation in addition to the adherence to health and safety policies and procedures applicable at customer sites
   

• Act as front-liners giving excellent customer service at all times
• Fulfilling customer contractual appointments as main KPI
• Handling inbound calls and making outbound calls to our existing pool of customers (attend to customer queries & schedule appointments)
• Handling and planning of daily schedule for existing team of technicians
• Providing operational support to the technicians
• Application of permit to work for technicians
• Preparing of schedule letters to customer
• Raising of credit notes for any missed services
• Doing of posting and compilation of reports

• Diploma in any discipline or higher
• Experience in a call centre will be an added advantage
• Familiarity or experience with Customer Service preferred
• Possess good communications skills
• Effectively bilingual in English and another language (Spoken & Written)

• 5 days work week - 8.30am to 5.45pm
• Near Tai Seng MRT
• Performance review every year
• We offer 16 days Annual Leave, AWS , Medical, Dental benefits and insurance coverage

ABOUT THE NATIONAL INSTITUTE OF EDUCATION (NIE)

The National Institute of Education (NIE), Singapore, is Singapore’s national teacher education institute and we are proud to be an integral part of the nation’s education service. We play a key role in the preparation of teachers and in the provision of teacher professional and school leadership development programmes. We are committed to our vision of being An Institute of Distinction: Leading the Future of Education and our mission to Inspire Learning, Transform Teaching and Advance Research.

The Academic Computing and Information Services (ACIS) division of NIE oversees and supports the information communication technologies (ICT) needs of NIE. We invite applications for the position of ICT Support Engineer in the ACIS division. This is a 3-year contract position. Join us for an exciting career as we work towards transforming the education landscape in Singapore.

The ICT Support Engineer reports to the Unit Head, IT Service Delivery of the Service Management Department. His/her primary responsibility is to provide ICT support to NIE stakeholders, identify root causes, offer appropriate solutions, and escalate to suppliers if necessary. He/she will mainly focus on establishing the essential technical know-how, ensuring prompt resolution to equipment and service failure, and working closely with the service desk, engineers, end users and project managers to ensure proper operation and good end-user experience.

Job Responsibilities:

• Handle customers’ requests that include IT/AV-related issues/complaints and attend to their requests in a timely, pleasant, and professional manner.
• Provide technical support for IT/AV-related incidents via various customer touchpoints by performing technical analysis and carrying out both preventive and corrective maintenance.
• Provide IT/AV support for events, lessons, meetings, and video conferences, which may require working beyond office hours if necessary.
• Provide corrective and preventive maintenance for IT/AV Systems in NIE Learning Spaces (i.e. collaborative classrooms, tutorial rooms, lecture theatres, teaching rooms/labs and meeting rooms).
• Track and report assigned tasks completion and meeting SLA targets.
• Document IT/AV-related problems and resolution procedures in the Knowledge Base for future reference.
• Create and maintain technical documentation related to the configuration of IT/AV equipment and components.
• Collaborate with the cybersecurity team to perform regular assessment and mitigation on the endpoint’s security and integrity level, ensuring compliance with NIE IT security guidelines and national regulations.
• Participate in IT Business Continuity and Disaster Recovery programmes.
• Assist in the evaluation and procurement of IT/AV equipment and solutions. Ensure seamless end-to-end delivery of services and solutions to customers and stakeholders.
• Maintain centralised records/database of IT/AV assets.
• Carry out onsite physical asset verification, update of assets and report the findings for audit reconciliation.
• Undertake IT/AV-related initiatives/projects that drive greater efficiency and effectiveness of the division.
• Contribute to the continual service improvement of IT/AV services and processes by participating in ideation activities or project groups.

Requirements:

• Minimally a Diploma in Information & Communication Technology or equivalent.
• Preferably with 3 years of experience in ICT support with good customer service skills.
• Good interpersonal and communication, both written and oral, skills.
• Proactive, self-motivated, resilient, and work well under pressure.
• A good team player with creativity and resourcefulness.
• Keen on discovering and assessing new technology for productivity purposes.
• Result-oriented with a strong sense of accountability for accomplishing assignments within timelines.
• Works collaboratively with peers and technical team at various levels in the organisation.
• Good knowledge and skills in computer troubleshooting, network, applications, and operating systems support such as Microsoft Windows, Microsoft Office, Macintosh Operating system and/or mobile device configuration.
• Good working knowledge of audio/video equipment.
• Proficient in problem diagnostics and resolution, with the ability to work autonomously.
• Certification in IT Information Library (ITIL) Foundation and good experience with ITIL best practices is an advantage.

Other Information
NIE staff can take chartered buses at their own expense from or near their homes to NIE campus. This is subject to the availability of seats.

Req ID: R00014873

Location: Changi Airport
Working Hours: 5 days | Monday - Sunday | 3 SHIFTS !! | 3 - 6 Months Contract ->> Convert to PERM !!
Classroom Training for 2 MONTHS ( OFFICE HOUR - MON TO FRI)

Job Responsibilities

• Provide quality customer services
• Service customers at the check-in counters
• Verify information on travel documents, passports and/or visas
• Provide Support to Special needs customers
• Handle customer issues regarding irregular flight operations
• Process Customer Documentation
• Any other task assigned by the superior

Interested candidates, kindly Click APPLY or Whatsapp: 89016903

Rapid Recruitment Asia Pte Ltd - 16C8261
Guak Jia Wen Evangela (R22111177)
EA License No: 16C8261

Job Responsibilities: Customer Provide a high quality, first level of support to all stakeholders in resolving issues and ensure that a clear customer focus is maintained and that support calls are dealt with inside agreed service level agreements (SLAs). Ensure the Service requests, issues and Problems tickets are logged in ITSM ticketing system. Escalate more complex server and system operation issues to the relevant level 2 and 3 teams and ensure a timely resolution and closure of tickets within SLAs. Other/ Control Perform OVS system related operations, monitoring OVS cut off times to ensure users printing devices are offline. Monitoring of OVS daily transfer of batch printing files to outsourced vendors are completed timely and reports are delivery for external print processing. Document and update the monitoring procedures and escalate any unusual activity. Perform the daily scheduled tasks and ensure these are carried out in a timely manner. This includes but not limited to daily CTS download and OM processing. Endure the provision and delivery of a support services within operationally agreed targets during the approved service hours. Ensure that both Ad-hoc request and daily tasks and activities are maintained within agreed service and operating levels and that support levels are maintained adequately. Contribute towards the team's strong service delivery ethos placing customer service and responsiveness as primary focus. Adhere to all company policies as well as guidelines. Job Requirements: Minimum 2 years of customer service experience in IT environment. Comfortable to do shift work and work on weekends and public holidays Experience in Data Center operation functions, performing monitoring and daily tasks. Experience in handling customers call and good problem escalation skill. Good interpersonal skills and communication skill to deal effectively with others. Ability to organize priorities to ensure that requests are completed on time. Knowledge in IT computer operation. Handling daily operation of running batch job, monitoring and handling of external printing service. Helpdesk or Service Desk customer handling experience meeting customer satisfaction. Added advantage with industry certification in ITIL Foundation or ITIL intermediate Certification. We regret to inform that only shortlisted applicants will be notified. 10054606 - WD