Customer Service Executive

23 hours ago

Penang, Malaysia Home Of Industrial Ideas Full time 25,000 - 35,000 per year

As a Customer Service Executive (CTS), your mission is to proactively plan and schedule the visits of Field Service Engineers with an objective to optimize service resources to achieve high degree of operational efficiency and customer satisfaction.  Support the Service Operation Manager to ensure that work schedules are correctly allocated in order to maximize FSE's efficiency based on the Competence levels of FSE. You will report to Team Leader - Field Service Engineer (Penang Branch).

Main Responsibilities:

Planning

• Forward planning of service interventions based on service plan schedules/orders from Aftermarket Solutions Engineer regarding planning of next service intervention.

• Allocate service jobs based on clearly defined FSE's competence levels.

• Plan service interventions based on priority list in order to improve operational efficiency.

• Monitor and collaborate with logistics team for service parts under WIP.

• Tentative planning after the new order is placed and parts delivery lead time is reflected in SAP.

• Confirm service visit plan in advance to ensure that customer is able to stop the machine for service intervention.

• Get quotation and confirm manpower availability from subcontract vendors when required.

• Send MAM when FSE has been selected by Ops TL.

Admin Work

• Job opening for internal and external jobs and invoice issuance.

• Manual intervention and closing of internal jobs that do not auto-close.

• For urgent parts or breakdown parts requirement, expedite with logistics for earlier delivery.

• Establish and procure office needs.

• Issue PO to vendors/subcontractors.

Customer Value

Proactive communication with customer:

• Communicate schedule with Customers, Aftermarket Solution Engineer or Equipment Sales Engineers, & etc.

• Improve customers' response through effective coordination.

• Understand and resolve customer concerns to ensure customer satisfaction and improve NPS.

• Contact customer confirming the service visit schedule and machine availability for servicing.

• Customer work permit processing & application.

Service Operations

• Follow up service jobs and activities assigned.

• Confirm spare parts availability for all assigned jobs.

• Ensure that FSE submits daily time sheets, work orders & picking list on daily basis together with other related documents.

• Submit reports on time as per the frequency defined.

• Escalate at an appropriate level to resolve customer concerns and update management about daily operations.

• Collaborate closely with logistics and forwarder including communication to Ops TL.

• For breakdown cases, take machine details and problem description from customer then hand over to Ops TL for next course of action.

Compliance with Corporate Guidelines

• Comply with the Atlas Copco Business Code of Practice and policies & procedures communicated from time to time.

• Adhere to the Safety, Health & Environment (EHS) standards as defined by the organization.

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