Job Description
Planning & Administration
• Forward planning of service interventions based on service plan schedules / orders from service sales engineers regarding planning of next service intervention with Team Lead
• Allocate service jobs based on clearly defined competence levels
• Plan service interventions based on priority list to improve operational efficiency
• Update MS Calendar on planned schedules and set reminders for all stakeholders to receive the service planned job
• Communicate and coordinate with Customer on Safety Induction Course plan dates to attend before actual job attendance
• Ensure that invoice is issued immediately once the job is completed
Service Rescheduling
• Coordinate with the Customers on open service date and re-deploy technicians to the allocated re-scheduled service date
• Schedule to close services jobs immediately when jobs are completed
Customer Value through proactive communication with customers:-
• Communicate schedules with Customers, Service Sales Engineers or Equipment Sales Engineers & other stakeholders.
• Improve Customers' response through effective coordination
• Understand and resolve Customer concerns to ensure customer satisfaction and improve NPS
Service Operations Administration
• Create Service Order in COPS and prepare commissioning report
• Follow up with service jobs and activities assigned with Team Lead
• To handle service call request from both internal and external Customers
• Follow up and confirm spare parts availability for all assigned jobs with Team Lead
• To ensure and follow up with technicians fully execute and close their service order via MAM2
• Submission and coordination of Risk Assessment, Permit to Work, Method of Statement etc to the Customer before job commencement
• Arrange for technicians to attend to Safety Induction Course at Customer's site
• Arrange for renewal of Jurong Island entry pass for all technicians
• Arrange delivery of spare parts to Customers who are located at Jurong Island
• Issuance of delivery order and Form of Acceptance upon request from Customers
• Handle Customers' COVID-19 declaration on PTW, collection of ART result from technician for declaration and access to site
• Escalation at an appropriate level to resolve customer concerns in order to update the management about daily operations
• To backup the planner who are on vacation
Qualification and Requirement
• Diploma / Degree in any engineering discipline
• Relevant experience from service industry and good computer skills.
• Good Communication - Speaks clearly and persuasively in any situations; Listens and gets clarification; Responds well to questions.
• Customer oriented and focus
Personality
• Organizational and Time management skills.
• Dynamic & flexible.
• Must be self-motivated and able to work under time constraints.
• Able to get things done with minimal supervision.
• Team player with strong communication skills.
• Excellent interpersonal skills.
• Empathetic communicator, able to see things from the other person's point of view.
