Service Coordinator (East)

• Attend to customers enquires / complaints through phone / email / fax and ensure that necessary actions are taken and followed through. • Receive, prepare, and generate quotation / charges for customers, Job Order Processing (JOP). • Schedule and prioritize service request from customers. • Liaise and coordinate with field service engineers, sub-contractors, customers, and other related authorities / parties to ensure service are completed within agreed timeline and to customer’s satisfaction. • Keep and track service history and follow up with customer account to confirm satisfaction. • Maintain accurate service records, including service reports upon completion, customer feedback, and ensure they are well documented and uploaded to the system. • Provide regular customer account updates and reports to the Service Manager, Assistant Service Manager or Lead Coordinator. • Monitor recurring issues, complaints, and propose process improvement to enhance service quality. • Identify opportunities for additional service offering, follow-up services, regular services, equipment upgrade based on customer needs. • Ensure high level of customer satisfaction through proactive service planning and communication. • Support customer audits, inspections and provide supporting document when necessary. • Prepare service request form / purchase order for vendors / sub-contractors. • Prepare shipping form for delivery of items. • Reservations and bookings of air tickets. • Prepare and draw materials / parts for subcontractor or Technician / Engineer. • Raise purchase requisition to obtain accessories, installation materials or parts which are required in the project / service jobs. • Ensure all work schedule records, filing systems and documentations are kept in order. • Coordinate and maintain schedules for projects and service works for all the service personnel. • Handle all equipment warranty claims. • Perform other ad-hoc duties as assigned by the Manager.