Scope of Responsibilites (but not limited to)
- Answer customer calls and register them in the service management system following the call management process and quality compliance requirements
- Assign and dispatch Field Services Engineers (FSE’s) to assign service orders based on the advice of the FSE with helpdesk / response center duty or the Team Lead Field Services (or Service Delivery Manager) in the district
- Order spare parts if required and dispatch to FSEs/ customers
- Plan & coordinate the Preventive Maintenance schedule with customers & Field Engineers. Escalate to CS Delivery Manager for non-compliance
- Prepare services and spare parts quotations to customer following the Quotation Process and process customer purchase order for services and spare parts
- Compile service reports, parts delivery notes and other supporting documents for the purchase order invoicing
- Create quote based on requested services from a customer and send the approved quote to the customer.
- Follow up delivery status of ordered spare parts. Identify delivery issues and take corrective actions timely by working closely together with suppliers and physical distribution to resolve the issues
- Coordinate inbound/ outbound delivery of parts, and local shipment to customer site
- Call Center support and provide admin support
- Generate Reports using excel ,vlookup and pivot table
- Any adhoc duties assigned by Team Lead from time to time.
Desired Skills & Expertise:
- Minimum GCE "O" Levels or above
- Possess good communication and interpersonal skills.
- At least 2 years of relevant experience
- Proficient in SAP and possess good knowledge of Excel (Pivot table and vlookup) is an added advantage
- Able to multi-task in fast pace environment
- Positive attitude, enthusiasm to learn and the ability to work in a team
