• Specialist - Service Delivery Coordinator (English Language Support)

    SHARE


    Job Description
    The Responsibilities of the Role:
    • Monitor and track field service activities end to end including turnaround time, parts request, parts usage, repeated repair, onsite scheduling, customer feedback and process compliance.
    • May require making outbound calls to customers when needed to validate the info provided by vendors.
    • Support Service Delivery Manager (SDM) in analyzing root cause for exceptional incidents and performance issues, define corresponding action and executing and tracking actions to drive for performance improvement.
    • Prepare regular reporting and analysis (daily, weekly and monthly) for Service Delivery Manager’s review and for vendor’s action. (e.g., Open Cases Report, Field Service Performance Analysis, Customer Satisfaction Survey Analysis, Unusual activities report, vendor compliance report, etc.).
    • Manage and track escalations from Field Service vendors or escalations from other parties related to Field Service.
    • Hold regular meetings with vendors for business reviews, forums and ad hoc discussions.
    • Conduct vendor training for new vendors.
    • This role requires working hours aligned with the Australia (AEST/AEDT) and New Zealand (NZST/NZDT) time zones, ensuring real-time collaboration with our team and stakeholders.


    Skill Requirements:
    • Minimum 3-5 years of direct experience in Vendor Management.
    • Knowledge in PC technology, MS Windows and common applications in Windows.
    • Strong proven skill in using Excel Pivot Table and Excel formulas for data analysis.
    • Knowledge of SQL, MS Access, Qlik Sense and Power BI are an advantage.
    • Logical thinker, fast learner, good analytical and problem-solving skills.
    • Able to organize and prioritize in a fast paced, dynamic work environment.
    • Interpersonally savvy and proactive.
    • Able to work in a TEAM environment and willing to contribute to achieve company objectives.
    • With either one job experience: Technical support or Case management.
    • Excellent interpersonal and communications skills.
    • Excellent and effective communication skills at all levels - written and verbal.
    • Must be fluent in English (R,W&S).


    The Package :
    • Attractive Salary (RM4,500 – RM6,000).
    • Performance related bonus for confirmed Performance related bonus for confirmed staff.
    • Annual Leave 15 days.
    • Medical Leave 14 days.
    • Medical and hospitalization coverage.


    Experience Required :
    • Associate


    Location :
    • Kuala Lumpur, WP, Malaysia.


    Employment Type :
    • Full Time.