Position Summary
Responsible for overseeing a team of service technicians and ensuring the successful completion of various technical task assigned by the engineers. Assist in Coordinating between customer and technicians to ensure daily smooth operational assignment is achieved. To oversee the timely and successful execution of all assigned service tasks to the team, record work activities hours into system. Provide support to the Service Division in all administrative work so as to ensure the smooth day-to-day operation of the team.
Responsibilities
1. Maintain accurate records, prepare daily job sheet, and manage documentation related to service operations.
2. Maintain strong communication with internal/external call-in customers, addressing their inquiries and concerns promptly and professionally.
3. Ensure that the service department daily operational complies with relevant regulations and internal company quality standards.
4. Collaborate with vendors and suppliers to procure necessary materials and services
5. Maintain data integrity and accuracy in SAP CS module by inputting data for the purpose of creating service notification, service orders, purchase requisitions, picking lists, delivery notes, Invoices, etc.
1. Work with Finance, Hub & CCC to ensure accurate documentation of service claims, invoices and final statement of account.
2. Plan and secure the handover of completed projects obligations from the Project Department and advise on any special terms and conditions committed to clients. Highlights to responsible Service Engineer / Service Operational Team on such commitments.
3. Monitor man hours, efficiency and productivity captures in SAP against budget so as to ensure proper resource utilization while maintaining service profitability.
4. Ensure the submission of inspection documents are timely and in compliance with local statutory board’s requirements (if any).
5. Coordinate and assist service engineers and/or immediate superior in monitoring work in progress and following up on service jobs so as to ensure providing optimum level of support to the service team in fulfilling department’s targeted profitability and meeting customer satisfaction.
6. Coordinate with service executive/engineers for all service requests and keep customers informed on progress of services so as to meet customer service standards.
7. Extract and input labour hours & travelling time into SAP CS Module of all service staff and ensure information is constantly and accurately updated and maintained for monitoring and analysis of productivity levels.
8. Creation of new Customers master in the SAP system (taking into account no duplication occur) include issuance of AR credit form for Credit Controller to generate finance view.
9. Handling of Service Division incoming telephone calls according to Company’s Telephone Etiquette Service Standard
10. Analyze existing administrative processes and identify opportunities for optimization and efficiency improvements.
11. Proactively identify and develop an effective assessment mechanism to track and measure team’s performance and deliverables on a regular basis. This includes analyzing individual performance and to derive corrective action plans if necessary.
12. Plan and coordinate within service department; meetings all direct reporting timely to ensure effective communications of work quality, leave arrangement, improvements and etc.
13. Assist Service Engineers in arrangements of Load Test PE/Transport/Load/Technicians before expiry date up to billing and handover certificates to Customers.
