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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