LCS Maintenance Coordinator (Fortune Tower)

LCS Maintenance Coordinator

Job Purpose

Responsible for coordinating LCS Maintenance Services to ensure effective communication and service delivery between customers, LCS engineering teams, maintenance personnel, and suppliers.

The position is responsible for receiving and coordinating maintenance requests, managing Work Orders, monitoring maintenance activities, coordinating spare parts and related costs, and maintaining accurate maintenance records. The role supports PM, BM, and CM activities to ensure timely service response, efficient maintenance operations, and high customer satisfaction across CPF manufacturing sites.

Key Responsibilities

1. Maintenance Service Coordination

• Coordinate maintenance service requests between customers and LCS engineering and maintenance teams.
• Receive and coordinate maintenance requests through the LCS Call Center, service platforms, email, and other communication channels.
• Register, categorize, prioritize, and follow up on maintenance requests, including Preventive Maintenance (PM), Breakdown Maintenance (BM), and Corrective Maintenance (CM).
• Coordinate with responsible engineers and technicians to ensure maintenance activities are assigned and performed within agreed timelines.
• Monitor service progress and provide status updates to customers and relevant stakeholders.
• Escalate critical or urgent maintenance issues to the appropriate engineering team or LCS management.
• Support 24/7 maintenance service coordination where required.

2. Work Order & SAP PM Administration

• Create, update, monitor, and close maintenance Work Orders in SAP PM or other maintenance management systems.
• Ensure Work Order information is complete, accurate, and updated throughout the maintenance process.
• Monitor the status of open, pending, completed, and overdue Work Orders.
• Coordinate with engineers and maintenance teams to ensure maintenance activities, failure causes, corrective actions, and completion details are properly recorded.
• Support the management of PR/PO and other maintenance-related transactions within the system.
• Prepare maintenance reports and summaries based on Work Order data.

3. Spare Parts Coordination & Inventory Management

• Coordinate with LCS engineers to identify required spare parts for maintenance activities.
• Support spare parts procurement and replenishment based on defined Minimum/Maximum Stock levels.
• Monitor spare parts usage, stock availability, and replenishment requirements.
• Coordinate with suppliers regarding spare parts quotations, availability, delivery schedules, and technical information.
• Maintain accurate spare parts records and support inventory optimization.
• Monitor the usage of critical spare parts and identify potential risks of stock shortages.

4. Maintenance Cost & Service Administration

• Collect and maintain maintenance cost information related to Work Orders and service activities.
• Prepare monthly reports on maintenance activities, spare parts consumption, and maintenance costs.
• Coordinate with relevant teams to ensure accurate cost allocation and documentation.
• Support the preparation of service cost information and customer billing documentation.
• Monitor maintenance costs against planned budgets and identify significant cost variances.

5. Maintenance Data & Reporting

• Maintain accurate and up-to-date maintenance records and databases.
• Collect and consolidate data related to equipment maintenance, Work Orders, spare parts, service activities, and maintenance costs.
• Prepare regular reports and dashboards covering maintenance performance and service activities.
• Analyze maintenance data to identify recurring issues, service trends, and opportunities for improvement.
• Support the development of equipment maintenance history for lifecycle management and future maintenance planning.

6. Customer Service & Performance Monitoring

• Coordinate with customers regarding maintenance service requirements and service status.
• Monitor customer requests and ensure timely responses and follow-ups.
• Support customer satisfaction surveys and collect feedback on LCS Maintenance Services.
• Consolidate customer feedback and communicate improvement opportunities to the LCS team.
• Monitor service KPIs including First Response Time, First Contact Resolution, MTTR, and Customer Satisfaction.
• Support continuous improvement initiatives to enhance service quality and customer experience.

7. Coordination & Continuous Improvement

• Coordinate with LCS engineers, technicians, business units, suppliers, and contractors to ensure effective maintenance service delivery.
• Support the implementation and improvement of maintenance processes, procedures, and service standards.
• Participate in projects to improve Work Order management, spare parts management, maintenance reporting, and service operations.
• Support knowledge-sharing and training activities related to maintenance service processes and systems.
• Stay updated on new maintenance technologies, digital tools, and systems that can improve LCS service operations.

Key Performance Indicators (KPIs)

• First Response Time (FRT)
• First Contact Resolution (FCR)
• Work Order Closure Rate
• Work Order Accuracy
• Maintenance Service SLA Compliance
• Customer Satisfaction Score (CSAT)
• Maintenance Cost per Ticket
• Spare Parts Availability
• Work Order Backlog
• Maintenance Data Accuracy

Qualification

Education

• Bachelor's degree or higher in Engineering, Industrial Engineering, Mechanical Engineering, Electrical Engineering, Business Administration, Supply Chain Management, Information Technology, or a related field.
• Candidates with a technical background in Maintenance, Engineering Services, Industrial Operations, or Service Management will be considered.

Professional Experience

• Minimum 3 years of experience in one or more of the following areas:

  • Maintenance Coordination
  • Maintenance Planning
  • Maintenance Administration
  • Spare Parts Management
  • Engineering Coordination
  • Technical Service Coordination
  • Work Order Management
  • Service Operations

• Experience working with SAP PM will be highly advantageous.

• Experience with Work Order, PR/PO, and Spare Parts Management is preferred.

• Experience in a manufacturing, food processing, feed, farm, industrial, or engineering service environment will be an advantage.

• Experience coordinating with customers, engineers, technicians, suppliers, and contractors is preferred.

Knowledge

• Good understanding of maintenance management processes, including:

  • Preventive Maintenance (PM)
  • Breakdown Maintenance (BM)
  • Corrective Maintenance (CM)
  • Work Order Management

• Knowledge of spare parts management, inventory control, and Min/Max Stock levels.

• Understanding of maintenance cost tracking and reporting.

• Basic understanding of industrial machinery, utilities, electrical systems, automation, and manufacturing equipment.

• Knowledge of maintenance KPIs such as MTBF, MTTR, First Response Time, First Contact Resolution, and Equipment Uptime.

• Understanding of customer service and maintenance service coordination processes.

• Knowledge of SAP PM, CMMS, EAM, or other Maintenance Management Systems is preferred.

Technical & Computer Skills

• Proficient in Microsoft Office, particularly Excel and PowerPoint.
• Experience using SAP PM or other CMMS/EAM systems.
• Able to manage Work Orders and maintenance data accurately.
• Able to prepare maintenance reports, dashboards, and performance summaries.
• Able to manage and analyze maintenance and spare parts data.
• Good documentation and data management skills.

Communication & Coordination Skills

• Strong communication and coordination skills.
• Able to communicate effectively with customers, engineers, technicians, suppliers, and internal stakeholders.
• Strong follow-up and multitasking abilities.
• Able to prioritize urgent maintenance requests and coordinate appropriate responses.
• Customer-oriented and service-minded.
• Able to work effectively under pressure and in a fast-paced service environment.

Functional Competencies

• Maintenance Service Coordination
• Work Order Management
• SAP PM / CMMS
• Spare Parts & Inventory Management
• Maintenance Data Management
• Customer Service & Coordination
• Maintenance Cost Administration
• Reporting & Data Analysis
• Problem Solving
• Continuous Improvement

Preferred Qualifications

• Experience working in a Call Center, Help Desk, Maintenance Control Center, Technical Service Center, or 24/7 Service Operation.
• Experience with SAP PM Module, particularly Work Order, PR/PO, and Spare Parts Management.
• Experience coordinating PM, BM, and CM maintenance activities.
• Experience managing critical spare parts and maintenance inventory.
• Basic knowledge of Mechanical, Electrical, Utilities, Automation, or Robotics systems.
• Good command of English for communication with suppliers and reading technical documentation.
• Flexible to support 24/7 service operations or on-call coordination when required.