Service Coordinator

**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.

**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
- 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
- Ability to work well in a team

**Job Types**: Full-time, Permanent

Pay: Up to RM4,500.00 per month

**Benefits**:

- Free parking
- Health insurance
- Opportunities for promotion

Schedule:

- Monday to Friday

Supplemental Pay:

- Performance bonus