- Provide day to day customer service support and administrative duties in engineering department.
- Deal with customers via multiple communication channels such as telephones, email and other CRM tools.
- Provide administrative support for engineering department such as spare parts quotation, service maintenance, preventive maintenance service, service appointments of all engineers and other ad-hoc assignment.
- Post-Warranty Service Contract Proposal to customers.
- Manage the preventive maintenance service by coordinating the customer for the PM schedule and update any changes in the records.
- Follow up with Engineers on open maintenance jobs.
- Review the service reports, process engineering quotation on repair work or spare parts and follow up with customer.
- Request quotation from the third party to do the subcontract work, and provide pricing to customer & certificate follow up.
- Act as the main control person for the receipts of all engineers' job sheets & customer's purchase/service order, and forwards to respective teams for further action.
- Monitor and update the job status in AX system, ensuring timely invoicing and job closure with customers.
- Responsible for administration of purchasing third party outsourced service contract with principal.
- Work closely with operations team members to coordinate the delivery and issue the billing with customer.
- Coordinate with sales team to arrange the engineers schedule for installation or service maintenance.
- Record case data and customer information accurately into AX system for ease of reporting and follow-up.
- Arrange service tools calibration and maintenance by the third party.
- Provide the Guarantee and Maintenance (Labour and Comprehensive costs) price in tender.
- Getting all spare parts price list from Principals and convert to local pricing. To provide relevant price list for contract / tender purposes.
- Any other duties and responsibilities as and when assigned by immediate superior or management.
- Min. Diploma in any disciplines
- Good computer skills. Proficient in Excel, Word and Outlook.
- Working knowledge of CRM and ERP systems is a plus. Eg: Microsoft AX, Microsoft Dynamics
- Good command of written and spoken English
- Adept at handling various communication channel on a daily basis, while consistently resolving customer's issue.
- Good in communication and interpersonal skill, able to communicate with and influence people positively.
- A positive team member who is able to establish network and rapport with colleagues to achieve results.
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