Service Admin

Responsible for day-to-day operations of the post sales service operations by co-ordinating service activities, managing administrative processes to ensure organized, smooth and efficient administrative by acting as a liaison between internal cross functions, Service teams to deliver excellent customer satisfaction.

General responsibilities

• Creation of all Service work order like installation, repairing, Preventive Maintenance, service contract and others


• Maintain accurate records of all service activities, customer communications, Track status of ongoing service jobs and update stakeholders


• Coordinate with Team Leader to assign engineer to install, repair and servicing customer equipment


• Coordinate with the delivery team in case the device needs to be picked up and returned to the customer.


• Creation a tool purchase request and send the tools for calibration as scheduled


• Coordinate delivery of spare parts partnering with purchasing team, logistics to service team/engineers/customers for repairs, maintenance etc


• Track parts usage, returns and update Inventory levels in respective CRM


• Create/check order details before sending to create SAP sales order and print invoice


• Responsible for spare parts that need to be IGT together with engineers and team managers.


• Prepare various documents for work handover documents, site entry request documents for engineers.


• Create new customer, new product code in salesforce /SVMX/ SAP (Claim)


• Check Warranty/Contract Entitlements and respectively order Service Parts


• Ensure Service Parts Ordering with Client is managed in accordance with Warranty or contract entitlements back-to-back and prevent any additional inventory pile up working with management and other cross functions

Commercial Admin Responsibilities

• Timely response to customer service or engineers by phone/email


• Creation of quotation in CPQ and send quotation to customer


• Follow up on customer approval until receiving confirmation via email or other documents such as signed quotation, purchase order


• Follow up on purchase orders when the repair work is done


• Confirm customer's purchase order acceptance, check name, address, product details and service price and check the delivery date before contract end date


• Prepare all documents for approval (Bank Guarantee, all documents for signing the Purchase order)


• Validate Completed Billable Service Tasks, ensure timely and correct invoices to respective customers


• Create new customer, new product code in salesforce /SVMX/ SAP


• Build and maintain relationships with customers, suppliers, and internal stakeholders


• Ensure Service processes comply with company policies, quality standards and regulatory requirements


• Assist in internal and external audits or quality checks related to service activities


• Provide exceptional customer service and respond promptly to customers, engineer, manager inquiries and concerns

• Collaborate with the sales team to ensure that all opportunities are properly qualified and pursued


• Support the sales team with administrative tasks, such as data entry and reporting


• Contribute to the development of new processes and procedures to improve efficiency and effectiveness


• Provide accurate and up-to-date pricing information for all products and services requested


• Interact with clients/vendors to obtain special pricing and special-order items

Functional skills and knowledge

• Good command in English.


• Excellent knowledge of MS Office


• Excellent knowledge of SAP, Sales force, ServiceMax or other CRMs


• Good understanding of Service Process, ISO framework and documentation

Soft skills

• Fast learner and passion for service.


• Good communication and teamwork.

Education

• Bachelor’s degree in business administration or related.

Work experience

• At least 2 years’ relevant work experience in after sales service support
  
  
  
  • At least 2 years’ relevant work experience in after sales service support