TECHNICAL SUPPORT EXECUTIVE

Job Description

The Technical Support serves as the main point of contact for customer enquiries related to our BME & Tech Support teams. The incumbent has to provide timely and professional customer satisfaction while upholding service standards.

• Handle all incoming emails promptly and professionally

• Coordinate service requests, liase between customers and service teams

• Follow-up & update on open issues to ensure satisfactory closure

• Prepare SLA reports for monthly meetings

• Plan and coordinate service jobs for technical teams

  • Preventive Maintenance

  • Corrective Maintenance

  • Commissioning & Decommissioning

  • Delivery & Collection of Equipment

  • Spare Part Tracking

  • Tools Maintenance (eg. Calibration)

• Upkeep all admin records of technical teams

  • Field Service Report

  • Training Record

  • Equipment Master Data

• Prepare Quotations for spare parts & follow-up to ensure billing completion

• Collate required Service Report(s) to ensure prompt billing

• Track warranty and propose contract renewals in advance

• Handle spare parts inventory replenishment

• Support sourcing and order of tools and service parts

• Work closely with internal teams (warehouse, operations, sales, technical and finance) to resolve customer/supplier issues

• Ensure conformance to required Standard Operating Procedures

• Provide administrative support, as and when required

• Undertake any other reasonable duties at the request of the reporting manager

• Act as backup for other team members, as and when required

Required Skills

• Strong organizational skills with attention to details and good problem-solving skills

• Service-oriented with good spoken and written communication skills

• Strong team-player, with ability to work independently

• Resourceful, possess sense of urgency and able to work in fast-paced environment

• Possess good initiative, with desire for continuous learning

Qualifications Required

• Minimum Diploma in any discipline

• At least 3-5yr technical support admin experience will be advantageous

• Competent in Microsoft Office applications