Service Coordinator

Your tasks

The Service Coordinator will be responsible for completing standard business processes to support service operations ensuring that customer contracts, billing, invoicing and issues of any administrative nature are resolved in a timely fashion. This role can support various business units and is critical to ensure proper documentation, payment and resolution of customer issues. This role will also include:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily.

• Plan and coordinate service schedules for service engineers based on customer requests, priorities, and resource availability
• Collaborate with internal stakeholders to compile service orders and maintain an accurate billing forecast
• Assist service manager or engineers in service quotations for standard and non-standard service jobs
• Work with the workshop and warehouse to coordinate items in and out, including repairs, loaner units, and returns
• Team with service engineers to ensure proper job closure, accurate documentation, and service report submission
• Create and maintain safe working environment and culture within the organization
• Take care of internal and external customer needs and expectations
• Demonstrates high impact culture through innovation, accountability and empowerment
• Must be able to function in a team environment; usually works with direct supervision but can work independently if needed
• Task execution for area of responsibility up to levels defined in the company's DOA policy
• On the Job Training as advised by supervisor

Requirements

• Ability to perform routine tasks related to the process that they support
• Strong collaboration with customers, service engineers, and customer service on dealing with issues
• Supports service staff in compiling service metrics
• Assists service manager and service staff ensuring customer requests are completed in a timely manner
• Ensure correct time entries and appropriate billing is maintained for service engagements
• Obtain and updates forms of payment to process for service orders from customers
• Enter and create orders for pre-defined or standard jobs
• Ensures all service operations and part numbers are added to service orders
• Ensures on site tech safety credentials or current training in place

Education & Experience Requirements

• Diploma or equivalent qualification plus 1 year of applicable work experience in customer service or service coordination, or a Degree with demonstrated capability in comparable work

Skill Requirements

• Strong written and verbal communication skills in English; Mandarin or Malay is an advantage for engaging local customers and stakeholders
• Intra-departmental communication for purpose of alignment / information sharing
• Able to execute tasks with guidance
• Ability to understand entry level concepts in execution and organization skills
• Understanding of general business concepts
• Strong communication skills
• Fluency in standard Microsoft Office applications (Outlook, Word, Excel, PowerPoint)
• Basic understanding of ERP systems (e.g., SAP)
• Basic understanding of typical IT business tools