We are looking for a Solution and Service Delivery Manager to ensure customer satisfaction and be responsible for the committed time, quality and maximizing service profitability.

Responsibilities

1. Delivers the solution in compliance with customer requirements and organisation’s proposal.

· Supporting pre sales team to perform quotation, schedules and feasibility study.

· Completing and validating the functional specifications with the customer.

· Writing the project management plan and making sure of its right monitoring.

· Managing project risks and related action plans.

· Managing procurement (in sense of hardware, 3rd party or any other sub contracting means).

· Managing changes (impacts and scope evolution requested by the customer or up sell) during the project.

· Reporting internally and externally on project progress and issues (responsible for alerts and escalations).

· Ensures the configuration management and archival of project artefacts.

· Delivering projects to customer in performing all related activities (acceptance…).

· Working with operation team in building the best operational strategy (monitoring, reporting, security, High Availability, performance, etc.).

· Coordinating the implementation of the content of the Operational Requirements Specification (ORS) document

· Ensuring handover to the support team or specific internal/external interface

· Providing feedback to the Product and Deployment teams with information from the field in orderto improve Solution and Services offer.

· Ensuring practices related to the project are in line with the organisation ethics and values.

2. Manages the Services Delivery project (Service Management)

· To manage the transition from project to production (handover)

Ø To attend important project milestone reviews to understand project scope and clarify the deliverables status, providing the view of operations/support and final acceptance of the transfer.

Ø To provide Operational Requirement and Specification (ORS) to the delivery team.

Ø To review the contract (Service Level Agreement), Functional Requirement and Specification (FRS).

Ø To ensure that the operation team is ready to deliver the service by go-to-production.

· To prepare and perform operational kick-off meetings with external stakeholders.

· To be responsible of the Service Level Agreement (SLA) delivery to the customer.

Ø To ensure the compliance of the SLA and to provide this visibility to the customer.

Ø To work with Operation engineer and Operation expert to deliver the service defined in SLA.

Ø To monitor that the control service deliverables (report, customer communication, platform change …) are aligned with the production processes and market expected quality level.

· To plan and coordinate preventive maintenance actions regularly (complying with contract or Key Performance Indicator (KPI)) with internal and external stakeholders in order to ensure that the solution is always up, running, and in good conditions.

· To analyze the current traffic; follow up action Implementation.

· To Lead Operation engineer / Operation expert to match customer expectations.

· To make monthly report/meetings, manage escalations, perform action plan follow up.

· To coordinate when needed all actions on customer platform (change management, project set up, campaign, etc.

· To support the operation team on communication with customers.

· To give feedback on backlog and forecast to customer service and finance.

· Continuously improve the quality of operation.

· Making sure the team, keeps the customer database up to date

3. Drives the project by ensuring customer satisfaction, committed time and quality, project profitability

· To be the main interface and escalation entry point with customers for day-to-day relationship.

· Growing long-term relationships with customers by continually seeking to increase customer satisfaction and deepen client relationships.

· Anticipating clients needs and proposing alternative delivery solutions or business solution in cooperation with sales team.

· Deal with change request from customer in cooperation with sales team. Managing and documenting any change request, help sales to ensure the customer perceive the value of the CR (up-sell).

· Applying the quality processes and using project management tools deployed in Services departments, in particular

Ø Tracking closely the time and costs spent on the project and the Estimate to Completion (ETC)

Ø Managing billing milestones within project work breakdown structure (WBS)

Ø Managing revenue recognition tasks and milestones within project work breakdown structure (WBS)

Ø Freezing the budget on a monthly basis.

· Determining ways to reduce costs without sacrificing customer satisfaction.

· Maintaining satisfaction within assigned project team and workload balancing

Key Skills and Experience

· Bachelor/Master degree in Computer Science/Engineering.

· ≥ 3 years as Project Manager/Service Delivery Manager on customer facing cloud-based/en-premises solution project.

· Fluent oral and written skills in both English and Japanese.

• Native Japanese
• Fluent English
• Good translation skills from English to Japanese and vice versa

· Excellent customer relationship management / communication.

· Experience of the operation of hosted solution (ASP service) with SLA.

· Experience in incident management and change management.

· Expertise in people management and leadership.

· Strong organizational skills.

· Ability to manage and prioritize tasks efficiently.

· Solid resource planning and problem-solving skills.

· Readiness to demonstrate a proactive attitude.

· Experience to work with the multi-national and multi-site environments.

· Experience of translation on daily basis.

· Strong teamwork skills and attention to detail.

· The following are good to have but not mandatory:

• Working experience with Japanese Mobile Network Operators (MNO).
• PMP / ITIL certification.
• Technical knowledge on solution business (e.g. network, high availability, Cloud (AWS, GCP), etc).
• Technical knowledge on mobile phone applications.
• Technical knowledge on SIM card.
• Crisis and Risk management

Summary

This role is to service and repair material handling equipment and provide good customer service to ensure customer satisfaction.

Job Description

• Analyse, diagnose and rectify issues on material handling equipment.

• Carry out electrical, electrical and hydraulic repairs on equipment and components.

• Perform scheduled preventive maintenances.

• Perform modification, commissioning works.

• Undertake Supervisor’s Instruction

• Perform stock take

• Provide support and guide new colleagues

• Attend trainings

Requirements

• Strong Electrical, mechanical, hydraulic knowledge

• Good computer skills

• Able to speak and write English for handling English speaking people

• Diploma in Electrical / Electronics / Mechatronics / Automotive

• At least 2 years’ experience in the technical field such as MHE, cranes, marine equipment, industrial vehicles.

Summary

This role is to service and repair material handling equipment and provide good customer service to ensure customer satisfaction.

Job Description

• Analyse, diagnose and rectify issues on material handling equipment.

• Carry out electrical, electrical and hydraulic repairs on equipment and components.

• Perform scheduled preventive maintenances.

• Perform modification, commissioning works.

• Communicate and attend to site customer’s request.

• Communicate well with internal stakeholders to ensure customer satisfaction.

• Undertake Supervisor’s Instruction

• Perform stock take

• Provide support and guide new colleagues

• Attend trainings

Requirements

• Strong Electrical, mechanical, hydraulic knowledge

• Good computer skills

• Able to speak and write English for handling English speaking people

• Possess valid class 3C driving license ( drive Van )

• Possess customer service mind-set

• Diploma in Electrical / Electronics / Mechatronics / Automotive

• At least 2 years’ experience in the technical field such as MHE, cranes, marine equipment, industrial vehicles.

• Able to work on one’s own

• Willing to take on jobs outside normal working hours

• To assist in all Banqueting event and daily operations.

• To ensure that all operational duties by the team are completed on a daily schedule, ahead of time, efficiently and effectively.

• Greet customers, record orders, and serve food and beverages with a consistently positive and helpful attitude.

• Serving, clearing of dishes. Other ad hoc duties

• To perform any other duties that may be assigned by the Management

Requirements:

• Hardworking with a positive attitude.

• Prior experience working in banquet would be at advantage

• This job required to handle / carry heavy items

Objectives of the position:

This role is for the Customer Quality Support for Company’s product distribution where Customer’s feedback & Product Quality requirements / issues are handled. The person will be responsible to handle Customers requirements such as complaints, test data & other technical information as requested. Customer complaints handling will also include the necessary communication with all the stake holders (Customer, Supplier, CS, PP, SVM, LOG). Knowledge in cable testing and specification requirements will be required to understand Customer complaints (technical & logistics).

Key Responsibilities:

1. Manage Customer complaint processes such as acknowledgement of the complaint, updating into SAP, keeping track of the complaint, closure of the complaint & summarizing for monthly reporting. Proper handling of customers’ needs by providing accurate and timely information on enquiries related to cable standards, test reports and handling of customer complaints.

2. Track supplier quality by means of in-coming inspection when required or arise from Customer complaints. Update results in SAP system and release inspected lots according to the usage decision defined. To generate supplier CAR and track for corrective action by liaising with the supplier.

3. Familiar with and comply to international cable testing standards and procedures. Contribute to achieving company & department KPIs through due diligence, duty of care & personal accountability for Quality assurance in all tasks.

4. Liaising with relevant departments to effectively close the Customer complaints

5. Maintain records in SAP

6. Operate Laboratory test equipment when required

7. Assist Customer’s Technical enquiries e.g Product Test Report, RoHS, REACH, CE

8. Supplier claim processes and 8D report.

9. Prepare and issue Customer Test Certificates & COC

10. Assist in other day to day activities related to QA department as assigned by Superior.

Skills & Qualification:

▪ Min. Diploma or Degree in Engineering (Electronics / Electrical) or equivalent

▪ Min. 2 years’ experience in electrical / electronic product testing and qualification. Fresh can also apply

▪ Knowledge in ISO 9001 : 2015 QMS standard.

▪ Must be able to operate lab equipment (calliper, visual scope, resistance checker, High voltage tester).

▪ Prior experience in SAP system is required for this role. Knowledge of cable product testing is an added advantage.

▪ Good written and communication skills

▪ Good customer handling skills and able to communicate to all levels in the organization

▪ Proficient in Microsoft Words and Excel

▪ Addresses present issues immediately and independently

▪ Possess self-confident and willing to share opinions and expertise in discussions

▪ Anticipate potential problems and takes action to avoid crisis

▪ Provide support to colleague in the Department and work as a team to achieve Department goals and targets

Position Summary :

This role is responsible for overall customer service function in Asia.

Role and Responsibilities

• Develop and implement Regional Customer Service strategy and People Development Plan including succession plans and/or organization changes to achieve department's sustainability and meet business needs.

• Develop CS management performance metrics to manage and lead the day-to-day Customer Service responsibilities including monitoring of all deliveries, month-end activities, cross-functional alignment, and communication.

• Maintain strong engagement with stakeholders to ensure conformance to order delivery, fulfilment

and customer satisfaction needed for business success.

• Regular engagement with Global Customer Service to maintain Global-Regional alignment.

• Manage back-orders and/or impact of supply interruptions on customers, provide timely updates and communications to customers by working together with internal and external stakeholders.

• Subject matter expert for all current and future systems and processes used in the Order-To-Cash

(OTC) and Master Data (MD) environment in APAC.

• Tracks key performance metrics, customer service performance data, and generates improvement

opportunities.

• To drive process improvements using data analytics and influence improvements across the

organization.

• Preparing and presenting monthly, quarterly, and annual reports of operations.

• Create a common framework and set of protocols for how we manage customers to support Sales.

• Responsible for Customer Service Team's actions to resolve any customer claims or complaints,

including processing customer returns or credit notes and follow up with logistics / quality for

resolution.

Job Requirements

• Bachelor’s degree in supply chain and or related field

• At least 8-10 years of relevant managerial working experience in a Manufacturing environment

• Knowledge of customer service, trade incoterms and customs procedures

• Knowledge of ERP system

• English -Excellent verbal and written communication skills for handling English speaking people

• Good Interpersonal, Communication, analytical and management skills

• A good team player and positive attitude

• Willing to take new challenges and make a difference.

• Willing to travel within Asia Pacific

☑ SINGAPOREANS ONLY

☑ 1 yr contract renewable

☑ Transport at Sengkang, Tampines, Pasir Ris

☑ MNC at Loyang

· Attend to customers’ enquires / complaints through phone /email/ fax and ensure that necessary actions are taken and followed through.

· Prepare and generate quotation / charges for customers, Job Order Processing (JOP).

· Liaise with sub-contractors, customers and other related authorities/ parties to ensure service are completed within timeline and to customer’s satisfaction.

· Sort out service reports upon completion and ensure they are well documented and uploaded to SMS system.

· Prepare service request form/ SMS order for vendors / sub-contractors.

· Prepare shipping form for delivery of items deliver customers.

· Reservations and bookings of air tickets

· Prepare and draw materials / parts for subcontractor or Technician / Engineer.

· Raise purchase requisition to obtain accessories, installation materials or parts which are required in the project / service jobs.

· Ensure orderly records are in order of all the work schedules and proper filing systems and documentations (for example: repair receipts, service reports, quotations, service request, etc.). Ensure all work schedule records, filing systems and documentations (For example: repair receipts, service reports, quotations, service request, etc.) are kept in order.

· Coordinate and maintain schedules for projects and service works for all the service personnel.

· Handling all equipment warranty claims.

Interested applicants, kindly send your resume in MS WORD format to ref9 at trustrecruit.com.sg or please click on “Apply Now” and provide the below details in your resume.

*Pls summarise your experience at 'why hire me'

We regret only shortlisted candidates will be notified.

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Trust Recruit Pte Ltd

EA License No: 19C9950

EA Personnel: Lim Xue Fen (Shannifer)

EA Personnel Reg No: R1653801

This is a pivotal role that requires a versatile person with professional communication skills to handle and resolve issues.

Key Responsibilities:

• Oversee and manage the Guest Experience Index (GEI) to measure customers’ sentiments of the brand and develop strategies to drive a high standard of customer satisfaction.

• Work collaboratively with various internal stakeholders to ensure customers’ experiences align with the company's brand and mission.

• Manage and optimize the Customer Relationship Management (CRM) system to ensure seamless integration across the company and accurate data capture throughout the customer lifecycle.

• Analyse customer feedback from all consumer touchpoints, identifying trends, areas for improvement, and opportunities to increase customer loyalty.

• Offer prompt and accurate responses to customer inquiries via phone, email, social media, and chat.

• Investigate and resolve customer complaints, ensuring solutions align with brand values and improve customer satisfaction.

• Collaborate with internal stakeholder teams to address and prevent recurrent issues.

• Prepare and present weekly and monthly customer service reports on feedback, GEI and NPS scoring, service recovery, and actionable recommendations.

• Undertake additional Marketing administrative duties as required, including sourcing quotations, preparation of minutes, reports, and upkeep marketing assets inventory.

• Manage the CEO's schedule, including organizing appointments, meetings, travel arrangements, and expense claims.

Requirements:

• Demonstrable experience in customer service, ideally within the hospitality or F&B service sector.

• Exceptional written and verbal communication and interpersonal skills.

• Proven ability in problem-solving, maintaining a customer-focused approach and exceeding customers’ expectations.

• Able to manage stressful situations with poise and professionalism.

• Proficiency in PowerPoint and Excel

• Monday - Saturday: 9am - 6pm
• Location: Marsiling
• Possession of own vehicle is a must

Our Client is dealing with Vacuum Solutions, Equipment & System.

Responsibilities:

• Take charge of overseeing the day-to-day operations of the company's projects.
• Develop and execute strategic plans while overseeing, supervising, and closely monitoring all project activities and deadlines.
• Lead and guide a team of workers, offering direction and support for on-site operations.
• Perform machine installations, conduct testing, and troubleshoot issues as they arise.
• Carry out preventive maintenance work, both at the company's facilities and at client sites.
• Exhibit strong problem-solving skills by effectively addressing situational challenges and resolving customer complaints through corrective actions.
• Actively participate in or lead daily safety meetings and toolbox sessions to ensure a secure working environment.
• Implement on-site maintenance services, encompassing both Preventive Maintenance (PM) and Corrective Maintenance (CM).
• Create comprehensive reports, documentation, and quotations for various site-related tasks.
• Independently handle troubleshooting assignments as they emerge.
• Enforce strict compliance with ISO Standards and processes, Workplace Health and Safety (WHS) regulations, industry Code of Practices, Quality Assurance/Quality Control (QA/QC) requirements, and Safe Management Measures.
• Prepare, submit, and manage project-related reports such as Risk Assessments (RA), Method of Statements (MOS), manpower appointments, Permit to Work documents, and more.
• Maintain accurate and up-to-date record documentation, ensuring proper organization and filing of records.
• Fulfill any additional duties assigned by management as required.

Requirements:

• Minimum Higher NITEC in Electrical or Mechanical Engineering, coupled with 1-2 years of relevant work experience.
• Comprehensive understanding of Electrical, Pneumatics, and Hydraulics systems.
• Proficiency in interpreting electrical single line diagrams.
• Possession of a Building Construction Safety Supervisor Certificate.
• Possession of a Work-At-Height Supervisor/Assessor certificate.
• Possession of a Confined Space Assessor certification.
• Possession of a Lifting Supervisor certification.
• Holding a valid Singapore Class 2/3 driving license and possess own vehicle is a must.

HOW TO APPLY:

Interested applicants, please click on “Apply Now”.

We regret only shortlisted candidates will be notified.

Stafflink Services Pte Ltd

EA Licence No.: 04C4294

EA Personnel: Chua Xue Min (Joesefyn)

EA Personnel Reg. No.: R23113090