Field Service Operations Manager

5 days ago


Johor Bahru, Johor, Malaysia Carrier Global Corporation Full time

About the Role:

The Service Engineer (Planner) will cover the Johor region in servicing clients for Carrier Global Corporation, a leader in intelligent climate and energy solutions. This role champions customer relationship and engagement processes.

Key Responsibilities:

  • Attend technical meetings at customer sites to provide solutions.
  • Drive planning and execution of service jobs within budget and timeframes.
  • Assign technicians to service calls with clear communication of job requirements.
  • Ensure timely completion of work orders and plan SA/SR jobs accordingly.
  • Create PM plans in Salesforce for chillers under SA contracts and ensure 100% PM completion each month.
  • Plan and schedule technicians efficiently for hotline calls.
  • Approve timesheets and technician expenses on time.
  • Allocate service parts on a monthly basis.
  • Maintain strong customer relationships to improve NPS scores and address issues promptly.
  • Connect chillers to the Carrier Smart Service Platform and generate reports for customers.
  • Prepare technical reports for customers.
  • Conduct chiller introduction and technical training for customers and in-house technicians.
  • Attend to customers' complaints and provide prompt service to meet customer satisfaction.
  • Support the Service Manager in handling operation-related matters.


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