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
  
  
  

• 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 customers 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
  
  
  

• 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
  
  
  

• Fast learner and passion for service.
• Good communication and teamwork.
  
  
  

• Bachelor’s degree in business administration or related.
  
  
  

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