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.
