Your role
Mission
To provide efficient and accurate support to CTS customers. Provide accurate and efficient scheduling and forward planning. Ensure that all gathered information are accurate and synced with other divisions.
Close collaboration with service operations team, sales team, logistics and admin team to provide a smooth end to end process to customers and attain department goals and KPIs.
Job Description
Ensure accurate and efficient scheduling job deployments including but not limited to service order number, parts availability, customer requirements, FSE availability, permits, and others needed to execute the job
Ensure that FSEs are fully utilized with a forward planning of at least 2 weeks
Ensure KPIs are met or exceeded, WIP, PCNF, CNF, backlog, man-hours correction in the system for the wrong code use, MAM sync, proper tagging of productive and NPH, Vanstock and others needed to support operations team
Ensure timely submission of documents to admin team for invoice processing
Ensure to maintain a digital copy of all service files including but not limited to invoice, visit reports, delivery receipts, COC and other files needed to support invoicing and billing
Make sure that all parts orders are accurately processed and delivered on time
Monitor customers under service plan and make sure that orders are pro-actively booked and scheduled efficiently (forward planning, current month plus 2 months)
Ensure after the contract creation and 1st visit are conducted. succeeding visit will be processed in Auto Open and monitored by the planner
Ensure a 2-4 hour response time to all customers and stakeholders
Ensure targets and forecast for revenue are achieved.
Attend and participate in regular team meetings to address concerns, issues, discuss best practices, people recognition and process improvements.
Participate as needed in customer collaboration meetings with promptness and diligence.
Follow standard processes and procedures published in the Atlas Copco Management System
Perform duties in accordance with Atlas Copco standards, while striving to meet the needs and expectations of the customer
Sustainability
Conserve environmental and company resources by adapting to digital work instructions and programs.
Actively report risk observations through Bwise or as instructed by the SHEQ (Safety, Health, Environment and Quality Control) supervisor.
Participate in Health and Safety programs and observe SHEQ policies and guidelines. (see Quality Management in Sharepoint for reference)
Performance And Development
Subscribe to individual training and development program in Learning Link.
Participate in all employee engagement programs such as: Cafehan, team building, bootcamp, toolbox meeting and ACEC.
Provide objective feedback to immediate manager for improvement, share bright ideas and report BCOP (Business Code of Practice) violations within the organization or of external stakeholders.
Others
Any additional task that will be assigned depending on appropriate training, experience, qualification, and authority commensurate to responsibilities and available resources.
To succeed, you will need
Experience
Desirable working experience in a similar industry as customer support doing planning, scheduling, admin support, project management, and the like.
Knowledge
Computer proficiency
Proficient in Microsoft applications such as Excel, Word, PowerPoint, Outlook, etc.
Knowledge in SAP, Power BI and other ERP
Excellent communication and presentation skills both written and verbal
Customer Relationship / Retention skill / Coaching and Mentoring
Product technical knowledge
Education Requirements
Bachelor's degree in engineering, business or equivalent
Demonstrated success in providing customer support and customer relationship management.
Proven customer centric attitude and ability to adapt/respond to different customer needs.
Ability to write clearly and concisely.
Demonstrated ability to work effectively under different conditions and locations.
Thrives in dynamic, uncertain, and fast-moving environments.
In return, we offer
Benefits Upon Hire
Group Corporate Travel Insurance
Group Life Insurance
Meal Allowance
Mobile Allowance/Mobile Plan
Online Training Programs
Personal Accident Insurance
Shuttle service/service vehicle
Birthday GC
Coffee Allowance
Company Events
HMO
International Training Programs
Bigger Overtime Payment
Bigger Regular Holiday Payment
Wellness Program
Christmas GC
Benefits Upon Regularization
Christmas GC
Christmas Door Prize
Annual Salary Review
Medicine Allowance
Medicine Subsidy (70/30) - Group Hospitalization Plan
Gratuity Pay
Rice Allowance
Salary Loan
Uniform
Wedding Gift
Service Award
Retirement Plan
Bereavement Benefit
Bereavement Leave
Sick Leave
Prolong Sick Leave
Vacation Leave
Additional Anniversary Leave
Other Perks
Free medical exam
A friendly, family-like environment
Plenty of opportunity to grow and develop
A culture known for respectful interaction, ethical behavior and integrity.
Access to general Job opportunities, as part of Atlas Copco Group
Job location
Contact information
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