Technical Support Executive (Service Coordinator)
Requirements:
Bachelor's Degree in a related field
Experience in laboratory business services
Strong interpersonal and communication skills, both internal and external
Exceptional organizational and time management abilities
Proficiency in data entry and management
Skilled in Word, Excel, and CRM software
Ability to handle customer complaints
Ability to multitask and thrive in a fast-paced environment
Experience in cross-department coordination and service department scheduling
Minimum 1-2 years of experience
Knowledge of SOP adherence and quality assurance practices
Responsibilities:
To efficiently manage incoming client requests, ensuring timely and satisfactory responses through excellent coordination with the Service Engineer team and Application team
To manage the issuance of quotations, warranty documents, and Preventive Maintenance documents promptly and professionally
To coordinate service-related requests between customers and various internal departments, ensuring efficient assignment and exceptional customer service within stipulated timelines
To ensure accurate and timely data entry into the system, maintaining meticulous records for future reference and analysis
To generate routine reports and contribute to the service team through effective data management
To plan and oversee schedules for engineers and necessary tools, ensuring smooth operations and task execution
To monitor and manage engineers' tasks, proactively addressing potential issues to meet turnaround times effectively
To meet Key Performance Indicators (KPIs) set for the role and contribute to team performance through proactive involvement
To ensure strict adherence to Standard Operating Procedures (SOPs) and quality control systems in performing work processes
To undertake any other ad-hoc tasks assigned by the Manager to support operational efficiency and organizational goals
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