- To know and develop proficiency in handling internal company software platforms ie iCABS, ServiceTrak and any other systems that may be introduced.
- Organisation of schedule and planning of all service (including contracts, jobbing, call outs, etc) requirements on a daily, weekly and monthly basis for all technicians within the branch
- Priority-wise planning of all due for Renewals visits, enquiries, call outs and complaints
- Liaise with Sales and Service team to best accommodate urgent service visit appointments and communicate changes to affected customers timely.
- Ensure customer service-related complaints or termination notifications are attended to effectively and promptly.
- Manage service documentation and ensure all customer/technician s feedback are followed up with actions
- Ensure all service data from dockets, log cards, service orders and other sources is updated accurately into business systems in timely manner
- Supports business transition from paper-based to system and digital-based planning, visit documents, whilst upholding documentation integrity.
- Review service report with OE and BM and highlight areas of concern - critical backlog and weekly trend to manager.
- Reviews and provides service compliance updates daily.
- Assist & help Assistant Branch Manager/Branch Manager in monitoring service productivity and efficiency related KPIs
- Maintain positive working relationship and effective communication with Sales & Service Colleagues, Supervisor, Technician, Operations staff for any service related issues. Coordinate with Sales for any available slots, time adjustment for new sales scheduling.
- Work with branch management to correct service areas distributed across the business based on annual revenue from areas, time on site, travel time & routine requirements
- Expected to be knowledgeable about company safety policies and safety (SRA) requirements on the job, be able to read and understand company policies
- Any unresolved issues should be quickly elevated to the next level of management for prompt resolution
- Any other similar duties as and when specified by the manager
KEY DELIVERABLES
- On time service planning
- Achieving progressive improvement in State of Service (SOS) and meet SOS targets assigned by the branch
- Minimizing service backlog (meet our contractual obligations)
CORE COMPETENCIES
- Be decisive
- Attention to details and accuracy
- Planning & organizing
- Analytical skills
- Customer oriented
- Negotiation skills would be an added advantage
- Ability to work patiently in a dynamic service environment
EDUCATIONAL / OTHER REQUIREMENTS
- Minimum graduation with 1 to 3 years of relevant experience of managing team
- Basic computer skills - for reporting/work management (Advanced computer skills would be an added advantage)
- Communication - speaking on phone to external customers & internally with technicians, other Operations colleagues.
- Knowledge of territory which is handled for planning
- Occasional Travel required within the Division
- Liaise with the Operations Manager, Operations Executive, Junior Operations Coordinator, Local Service Supervisors to establish service requirements and provide information, assurance and advice as required
- Communicate all service issues in a timely manner to the ABM/BM, Operations Manager
Here's what you can expect when you join us
- Group Mediclaim Insurance Policy
- Travel Reimbursement
