Life Cycle Service Operations Executive

Your tasks

PURPOSE OF THE ROLE

• Provide professional administrative control and support for both internal and external customers relating to activities within invoicing, installed base management, project coordination, service contract management and spare parts management.
• Ensuring that customer needs and expectations are met in a timely manner with the highest levels of customer care ensuring excellent customer satisfaction for Australia LCS Operations.

Major task and responsibilities:

• Invoicing:
  • Create invoices for all activities in LCS (Service calls, support calls, service contracts etc)
  • Support F&A in collecting invoices
• Customer-communication
• Support Kardex Certified Agents and partners
• Quotation management
  • Define and build quotations in support of sales
• Responsible for incoming communication, phone & E-mail, handle direct customer contact
• Service coordination
  • Plan preventive maintenance accordingly to the contracts
• Administrate project-documentation for LCS technicians
• Warranty-handling
  • Make sure that all warranty claims are handled and processed towards headquarter
• Collect warranty-payment from headquarter
• Purchase order management
• Capture PO for invoicing customers (i.e. Service contracts)
• Installed base management
  • Manage installed base structure and general data for installed base and its components.
• Administrate Map-solution for installed units
• Continuous customer data management

• Service contract management
  • Manage service contracts (structuring, renewal, data-management etc)
• LCS forecast-administration

REQUIREMENTS

• Education: Diploma graduate or equivalent.
• Minimum 5-7 years of responsible work with order handling/invoicing/Customer service in an International environment.
• Experience in virtual/cross border interaction/support in multi-country environment
• Working knowledge of SAP modules.
• English & Malay – fluent (both speaking and writing).
• Able to accommodate working day and office hour/time zone of Australia, which may require working day calendar change and/or early start.

Behaviours and competencies required to perform this role:

• Pleasant personality
• Collaborates & team effectively
• Open and easy communicator
• Ability to work under pressure and multi-tasking
• Excellent customer services skills
• Ability to influence change across multiple locations/functions and organizations
• Service-minded, Customer- and business-oriented
• Financial and commercial awareness
• Structured, self-organized and self-motivated
• Independent and team player
• Good communication skills and interpersonal skills
• High personal effectiveness
• Project management/coordination
• Microsoft Office/MS Teams

This role is only open to Malaysia citizen.

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