Job Description

Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.

Join us on our journey for a better tomorrow.

We are hiring a Customer Service Executive/Planner to join the Shah Alam team. Workig within a supportive team you will drive customer service excellence through your role.

Mission

• To proactively plan and schedule the visits of Service Technicians with an objective to optimize service resources to achieve high degree of operational efficiency and customer satisfaction.
• Support the Service Operations Manager to ensure that work schedules are correctly allocated to maximize technician\'s efficiency based on the competence levels of technicians.

About the role

• 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 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
• 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

Qualification & 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
• 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.

Diverse by nature and inclusive by choice
Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.

Atlas Copco