Service Coordinator

Full Time, onsite
Agensi Pekerjaan Linktrix Consultants Sdn Bhd
Shah Alam, Malaysia

RM 4,500 - RM 4,500 / Per Mon

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Position Title: Service Coordinator

Our client is a Japanese MNC with 5000 employees worldwide and still growing. They are specializing in providing advanced medical devices and imaging solutions, particularly in the fields of ophthalmology and optometry, currently looking for a service coordinator to assist the Service Department as a point of contact for customers’ inquiry and service demand, manage repair loan equipment and cross department coordination.

Job Responsibilities:

Day to day operation:

Assist HoD on team management
Make sure team’s shared calendar is up to date
Handles various management reporting requirement
Assist Service Department as a point of contact for customers’ inquiry and service demand
Interactions with customers via telephone, email, text, chat or through other platforms
Test respond.io + 360 dialog ()
Make sure whatsapp of 1 company lease line can be shared across 2 PC and 3 mobile phone
Receive and handle customer requests for equipment issues, repairs and maintenance services
Key-in the detail of customer requests into ServiceMax
Check warranty status of equipment and determine the chargeability to customers
Assign case owner to work on the case by referring to the shared team calendar
Issue and monitor ad-hoc quotations to customers for repairs and maintenance
Create service order on ServiceMax and make it complete on SAP then issue invoice on SAP
Monitor spare parts consumption for invoicing
Monitor repairs and maintenance service reports for completion of works and invoicing
Manage Repair Loan Equipment
Upon request of customer and engineer, identify the demand of temporary repair loan of equipment
Fill in Loan Agreement Form and seek for management approval
Check stock status and find appropriate unit to loan (Fixed Asset or oldest unit)
Coordinate with warehouse to deliver the loan unit to customer
Monitor the expiration of loan agreement and arrange take-back on timely manner
Cross Department Coordination
Liaise with Warehouse department for issuing spare parts to service engineer
Liaise with Warehouse department for transfer of faulty/repaired/loan equipment from/to customers
Liaise with HQ for repairs and other services of faulty equipment
Liaise with HQ for transfer of faulty/repaired equipment from/to HQ
Service Contract Handling (Preventive Maintenance)
Process service contract documents for preventive maintenance
Schedule preventive maintenance and key-in the Service Order into Service System (ServiceMax)
Closely monitor existing service contract expiry date and remind Customer/Service Engineer to renew the contract

Team work:

To strictly comply with predetermined KPIs and periodically and voluntarily report the status on weekly basis
To strictly follow company’s job dispatching/assignment system to prevent errors and delay from happening

Continuous improvement:

To actively propose improved ways of doing things to make it more efficient and accurate.
To improve customers’ satisfaction level that is assessed through periodical customer satisfaction surveys.

Build robust and sustainable operation:

To develop and keep updating detailed SOPs and make sure adherence to them

Skill Development:

To adhere to continuous trainings and self-study plan, and make sure the progress of the execution

Job Requirements:

Diploma, Advanced/Higher/Graduate Diploma
Minimum 3 years of experience in a customer fronting role or order processing role
Strong interpersonal and communication skills
Proficiency in Microsoft applications
Ability to work well in a team

Job Types: Full-time, Permanent

Pay: Up to RM4,500.00 per month

Benefits: