Service Support (Field Service Team)

The holder of this position supports the internal Service team by providing reports, processing orders as well as by communicating with customers and internal departments to ensure the correct processing of client orders and on time delivery.

Main Responsibilities & Tasks:

• A single contact point of service hotline to answer customers’ complaints and inquiries on service
• To respond quickly and efficiently to all in-coming BPS Service inquiries by telephone or e-mail and register all service requests promptly.
• Generate and provide to customer service quotation on installation, repair and spare parts, and service contract renewals.
• To assist in preparing tender documents for submission.
• Proactively send reminders/call to customers for PM and service contract renewal.
• Facilitates service engineer’s working schedule.
• Update database for service-related information.
• Track statuses of open service tasks regularly, conduct timely follow-ups and customer satisfaction survey.
• To facilitate warranty claims and keep closely updated with parts and instrument delivery.
• Generate BPS service KPIs/quality/installation reports on a monthly basis or per ad. hoc request
• To always act in a responsible manner to avoid risk to self or to the company and comply with the workplace safety and health and security policy.
• Undertake any relevant tasks as may be directed by the superior from time to time.

Qualifications & Skills:

• At lease Diploma with 2 years relevant experience.
• Customer service orientated
• Able to multi-task and possess problem solving skills
• Good team player with good work attitude and proactive
• Good communication and interpersonal skills
• Excellent oral and written communication skills in English
• Good MS Office skills, Word, Excel, PowerPoint and usual productivity software