Role Summary

The Service Sales & Administration Specialist is a key contributor to the Service Business, responsible for driving service revenue growth while ensuring efficient service coordination, administration, and system accuracy. Acting as a proactive single point of contact for customers, the role balances service sales, contract renewals, customer engagement, and service operations support to achieve service booking targets and deliver high levels of customer satisfaction.

This role requires strong commercial awareness, customer focus, and the ability to manage service processes end‑to‑end in close collaboration with Sales, Field Service Engineers, Technical Support, and Finance.

Key Responsibilities

1. Service Sales & Revenue Generation

Proactively engage existing and prospective customers to sell, renew, and extend service contracts, maintenance agreements, and technical support agreements.
Achieve assigned annual service booking and revenue targets through structured follow‑up, pipeline management, and customer engagement.
Prepare and issue quotations for service contracts, time & material services, calibration, training, and other after‑market service offerings.
Conduct regular customer follow‑ups via phone, email, and where required, on‑site visits, to strengthen relationships and demonstrate service differentiation.
Partner closely with the Sales team to support machine referrals, upgrades, software, and OTC selling opportunities.
Support expansion selling of service-related products including software, calibration, training, and service programs.

2. Customer Relationship & Support Management

Act as a primary customer contact for service-related inquiries with a strong sense of ownership and responsiveness.
Receive, coordinate, monitor, and dispatch customer service requests to Field Service Engineers and Technical Support teams.
Assess customer needs, determine priorities, and apply established escalation procedures when required.
Handle customer interactions professionally, including situations involving dissatisfied or urgent customers, ensuring resolution and satisfaction.

3. Service Administration & Order Processing

Manage service and parts order entry through internal systems (e.g. ASTEA, IBS, IFS, or equivalent).
Process service parts orders requested by Field Service Engineers to resolve machine or service issues.
Coordinate with factories, freight forwarders, and customers on shipment schedules, shipping documentation, and deliveries.
Prepare and process invoices, proforma invoices, and monthly revenue reports.
Assist in accounts receivable follow‑up related to service and parts invoices.
Manage return of goods and receipt of materials, ensuring correct inventory handling.

4. System, Data & Reporting Management

Maintain accurate and up‑to‑date records in the Service Management System (ASTEA) and related databases.
Verify and update customer, equipment, service contract, and calibration data based on service reports and customer inputs.
Produce routine service reports such as scheduling, availability, revenue, and calibration reports (e.g. CalPro extracts and calibration registers).
Ensure high integrity, accuracy, and completeness of service data to support operations and decision‑making.

5. Coordination, Compliance & Continuous Improvement

Maintain service documentation in line with internal procedures and audit requirements.
Support the Service Supervisor in achieving service performance, operational efficiency, and customer satisfaction goals.
Contribute to a collaborative, customer‑focused service culture across service, sales, and operations teams.
Identify opportunities to improve service processes, customer communication, and administrative efficiency.

Knowledge, Skills & Abilities

Technical & Functional

Strong understanding of service products, service agreements, and aftermarket service offerings.
Ability to quickly learn product differentiation, technical terminology, and service applications.
Proficiency in service management systems (ASTEA or equivalent), CRM/ERP tools, Word, and Excel.
Ability to manage high‑volume telephone and system-based work accurately and efficiently.

Commercial & Customer Focus

Customer‑centric mindset with strong selling, follow‑up, and relationship‑building capabilities.
Ability to identify service sales opportunities and convert customer interactions into bookings.
Strong sense of ownership, responsiveness, and accountability.

Behavioural

Excellent verbal and written communication skills.
Ability to work independently while contributing effectively to cross‑functional teams.
Strong organisational skills with attention to detail and accuracy.
Ability to handle pressure, prioritize tasks, and manage multiple stakeholders simultaneously.

Experience & Qualifications

Diploma or Bachelor's degree in Business, Engineering, or a related discipline preferred.
Minimum 2 years experience in service sales, service administration, customer support, or a similar customer-facing service environment.
Experience supporting technical or engineered products in a B2B context is an advantage.

Working Conditions

Office-based role with heavy customer interaction via phone and email.
Occasional customer visits as required to support service sales and relationship management.

Talent & OD Note (for internal use)

This role is intentionally designed as:

One integrated job, not two parallel roles
Suitable for career progression into Service Account, Service Operations, or Commercial roles
Adjustable in weighting (e.g. 60% sales / 40% admin or 50/50) depending on market maturity

Addendum to Job Description

Service Sales & Administration Specialist

Role Base: Singapore
Service Coverage: Indonesia & Philippines

This role is designed as a hybrid commercial-operational service role, with differentiated success measures to ensure:

Revenue growth in developing service markets (Indonesia & Philippines)
Strong service execution, data integrity, and customer experience
Clear performance clarity despite regional coverage

Target Effort Split (Typical):

60% Service Sales & Commercial KPIs
40% Service Administration & Operational KPIs

Weighting may flex slightly by quarter based on service maturity and business priorities.

SALES & COMMERCIAL KPIs (60%)

1. Service Booking Revenue - Core KPI

Weighting: 25%

Achieve assigned annual service booking revenue for:
Maintenance / service contracts
Technical support agreements
Time & material service
Calibration, training, and service upgrades
Targets are country‑specific (Indonesia & Philippines) but owned from Singapore.

Measurement:

Actual service bookings vs annual target (by country)
Tracked monthly and quarterly

2. Contract Renewal Rate

Weighting: 15%

Achieve high renewal conversion for expiring service and support contracts.
Proactively manage renewal timelines and customer follow‑ups.

Localized Expectation:

Indonesia: Focus on increasing penetration & continuity
Philippines: Focus on retention, renewal discipline, and upsell

Measurement:

% of eligible contracts renewed
Lost vs retained contract value

3. Sales Pipeline Health & Opportunity Conversion

Weighting: 10%

Build and maintain a credible service sales pipeline for both markets.
Convert customer interactions into qualified opportunities and bookings.

Measurement:

Pipeline value vs target
Quotation‑to‑order conversion rate
Aging of open quotations

4. Expansion & Cross‑Selling of ServiceProducts

Weighting: 10%

Sell expanded service offerings beyond base contracts:
Software
Calibration
Training
Additional service coverage
Collaborate with Sales for upgrade and referral opportunities.

Measurement:

Number and value of expansion deals
Attach rate of additional services to existing customers

SERVICE ADMINISTRATION & OPERATIONAL KPIs(40%)

5. Service Administration Accuracy &Timeliness

Weighting: 10%

Ensure accurate, timely order entry, invoicing, and documentation.
Maintain zero / minimal rework due to admin errors.

Measurement:

Order accuracy rate
Invoice error rate
Turnaround time for quotations and orders

6. Service Management System & Data Integrity

Weighting: 10%

Maintain high‑quality data in ASTEA / IBS / IFS systems.
Ensure accuracy of:
Customer records
Equipment installed base
Contract status
Calibration registers

Measurement:

Audit findings
Completeness and accuracy checks
Timely system updates after service delivery

7. Service Coordination & Responsiveness

Weighting: 10%

Efficient coordination of service calls, parts orders, and logistics.
Effective communication with Field Service Engineers and customers across countries.

Measurement:

Response time to service requests
Scheduling accuracy and on‑time dispatch support
Internal stakeholder feedback (Service & Sales)

8. Customer Satisfaction & Issue Resolution

Weighting: 10%

Deliver consistent, professional customer support across Indonesia & Philippines.
Handle escalations appropriately and follow through to closure.

Measurement:

Customer satisfaction feedback (formal or informal)
Number and resolution time of escalated issues
Customer complaints related to service administration or follow‑up

COUNTRY‑SPECIFIC SALES EMPHASIS

(Applied While Role Is Based in Singapore)

Indonesia - Service Sales Focus

Priority on market development & service attachment
Strong emphasis on:
First‑time service contract conversion
Education of customers on service value

Building repeat service behaviour

KPI Bias:

New service contracts
Pipeline growth
Customer activation

Philippines - Service Sales Focus

Priority on renewals, continuity, and upsell
Strong emphasis on:
Renewal discipline
Expansion of service scope
Responsiveness and reliability

KPI Bias:

Renewal rate
Contract value uplift
Customer retention