Position : Customer Service Executive
Company : Atlas Copco
Location : Shah Alam
Job description
Mission* To proactively plan and schedule the visits of Service Technicians with an objective to optimize service resources to achieve high degree of operational efficiency and customer satisfaction.* Support the Service Operations Manager to ensure that work schedules are correctly allocated in order to maximize technician’s efficiency based on the Competence levels of technicians.
Planning· Forward planning of service interventions based on service plan schedules / orders from service sales engineers regarding planning of next service intervention for branches and also Singapore· Allocate service jobs based on clearly defined competence levels· Plan service interventions based on priority list in order to improve operational efficiencyRescheduling· Request that service orders are generated by the Service Coordinators as per plan.· Schedule to close and to invoice services jobs immediately when jobs are completedCustomer ValueProactive communication with customers :-· Communicate schedules with customers, Service Sales Engineers or equipment sales engineers, etc. · Improve customers’ response through effective coordination · Understand and resolve customer concerns to ensure customer satisfaction and improve Net Promoter Score (NPS)Service Operations· Follow up with service jobs and activities assigned.· Confirm spare parts availability for all assigned jobs.· To ensure that technicians submit Daily Time sheets, work orders & picking list on daily basis together with other related documents· Submission of reports in time as per the frequency defined· Escalation at an appropriate level to resolve customer concerns in order to update the management about daily operationsCompliance 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 and Environmental (EHS) standards as defined by the organization
Experience requirements
Relevant experience from service industry
Knowledge
Computer literate with good computer skillsOral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.Customer Relationship / Retention skillProduct technical knowledge
Educational requirements
Diploma / Degree in Mechanical / Business Admin / Sociology discipline
Personality requirements
Organizational and Time management skills.Dynamic & flexible.Must be self-motivated and able to work under time constraints.Result oriented and is able to get things done with minimal supervision.Team player with strong communication skills.Excellent interpersonal skills.Empathetic communicator, able to see things from the other person’s point of view.
Additional information
This is a local position, opened to Malaysian citizens only.Only shortlisted candidates will be notified.
Country and city description
Shah Alam, Selangor Darul Ehsan, West Malaysia
Company presentation
Atlas Copco Malaysia with its 130 employees has a long-standing record of delivering good results in a very competitive market. The head office is based in Shah Alam with a branch office each in Penang and Johor Bahru.