Service Executive

About the role

The Service Executive is the administrative and coordination backbone of the after-sales service function, taking documentation and enquiry-handling off the plates of service engineers and the Service Sales Manager. The role owns service quotations, C4C follow-up, contract extensions/renewals, work permits, and tender preparation, while also acting as the first point of contact for customer enquiries — freeing the technical and sales team to focus on delivery and business development. A second, ongoing mandate is process improvement: standardizing recurring documents and building a proper archive/repository so documentation doesn't rely on tribal knowledge.

Key responsibilities

• Route incoming calls, emails, and text enquiries on after-sales matters to the right service engineer or the Service Sales Manager, and track them through to a response
• Support service team leaders and technicians by clarifying JHA, work permit, HIRARC, and method statement details with customers as needed
• Relay customer feedback, complaints, and suggestions to the relevant departments for corrective action
• Act as the central coordination point for all service documentation — quotations, contracts, tenders, audit report inputs
• Manage and track service WIP (preventive maintenance, repairs, parts handling, technician scheduling), with monthly follow-up reviews with service engineers
• Monitor inventory levels and raise requisitions as needed
• Prepare JHA, HIRARC, PTW, and MOS documentation for technicians and confirm all approvals are secured before work begins
• Manage service vehicle admin: insurance renewal, Puspakom inspection scheduling, road tax renewal, and PM service reminders/appointments; keep records current
• Liaise with Project, Sales, Supply Chain, and Finance to keep document flow moving
• Standardize and archive recurring service documents for long-term, repeatable use

About you

• Minimum a certificate in Business Administration, Office Management, or a related field

• 2–3 years in an administrative, coordination, or documentation-control role — ideally in after-sales service, technical support, engineering services, or contract/tender administration

• Exposure to service/CRM systems (SAP C4C or similar) and vendor registration portals is an advantage

• Strong written communication for quotations, contracts, and formal correspondence

• Confident, professional phone and email manner for customer-facing enquiries

• High attention to detail — contract terms, renewal deadlines, compliance approvals

• Able to coordinate multiple stakeholders (engineers, sales, technicians, cross-functional departments) and keep work-in-progress items moving without close supervision

• Process-improvement mindset — comfortable identifying repetition and building standardized templates/archives