Job Description

JOB RESPONSIBILTIES

Deliver exceptional frontline customer support, acting as the primary point of contact for all service-related inquiries, including maintenance, breakdowns, accidents and warranty questions. Professionally manage incoming calls and emails, demonstrating a sense of urgency and care for the customer's operational needs. Accurately document customer issues by creating a Service Job Card (SJC) for every request, capturing crucial details like machine model, fault symptoms, and location. Provide clear and accurate information to customers regarding service procedures, warranty coverage, and potential costs. Ensure a timely solution for customers by efficiently scheduling and dispatching our field service mechanics based on urgency, location, and technical requirements. Collaborate closely with the Parts Department to confirm parts availability, preventing delays in service delivery. Keep customers informed with proactive updates on the status of their service request, including the mechanic's estimated time of arrival (ETA) and job progress. Act as a central communication hub, facilitating clear information flow between the customer and the on-site technical team. Maintain the integrity of our customer service records by meticulously updating the company ERP system with all interactions and service history. Utilize the Company system to manage the lifecycle of each Service Job Card, ensuring every stage is tracked from opening to final closure. Ensure all completed Service Job Cards are accurately updated with technician notes, labour hours, and parts used, preparing them for invoicing and service history records. Assist in preparing service quotations for customers for any non-warranty repairs. Generate service-related reports as required by management to track team performance and customer satisfaction levels. Contribute to a positive team environment and support colleagues to achieve departmental goals. Other ad-hoc task requested by the management.

JOB REQUIREMENTS

Minimum qualification: SPM. A technical qualification in Mechanical, Automotive Engineering, or a related field will be considered an added advantage. Preferable 2 year(s) of working experience in a customer-facing service or support role. Prior experience or familiarity with spare parts management, particularly in the heavy machinery or automotive industries, is considered an advantage. Responsible, meticulous, good working attitude, good communication and interpersonal skills. Proficiency in Bahasa Malaysia and English is required. Mandarin proficiency is an added advantage, as it facilitates communication with stakeholders from China. Possess own transport and willing to work in

USJ 1 (1 position).

Job Type: Full-time

Pay: RM2,500.00 - RM4,000.00 per month

Benefits:

Additional leave Free parking Health insurance Opportunities for promotion Professional development
Application Question(s):

Are you willing to work on Saturday (half-day)? What is your expected salary?
Language:

Chinese (Preferred)
Work Location: In person