Service Support Coordinator

Overview

We seek a proactive Service Support Coordinator based in Singapore to support cost estimation, field service scheduling, and optimize customer satisfaction. The role involves managing scheduling, documentation, resource allocation, and client interactions to enhance service efficiency and foster continual improvement.

Key Duties

• Assist with preparing costings and proposals for projects, field services, and service level agreements, occasionally leading field service quotations.
• Support front-line sales with follow-ups and client communications, including undertaking site surveys or fieldwork as needed.
• Raise second-level technical support tickets when necessary.
• Develop Method Statements and Risk Assessments for field and site installation tasks.
• Manage schedules of Field Service Engineers to ensure completion of on-site work within customer specifications and budget constraints.
• Collaborate with spare parts and logistics teams to guarantee timely delivery of parts for service jobs.
• Compile service reports and timesheets for billing purposes.
• Handle warranty claims related to field services.
• Manage costing, budgeting, and monthly forecasts for field services to track margins.
• Lead and engage in continuous improvement efforts within the field service team, such as waste reduction initiatives.
• Maintain timesheet records for Field Service Engineers using the ERP system.
• Standardize tools and report formats to boost resource planning efficiency and identify cost-saving measures to improve profitability.
• Provide backup for purchase requisition to purchase order conversion, goods receipt, and invoicing processes.
• Perform additional duties as assigned.

Professional Qualifications

• Minimum of 2 years' experience in process engineering industries; fresh graduates with strong motivation will also be considered.
• Prior experience in costing, proposal preparation, and coordinating field service activities; leadership experience is advantageous.
• Diploma or degree in engineering is preferred, with emphasis on automation or electrical disciplines.
• Familiarity with SAP software.
• Proficiency in Microsoft Office suite including Excel, Access, Word, and PowerPoint.
• Strong organizational skills with a problem-solving mindset.
• Excellent verbal, written, and presentation communication abilities in English.

Personal Attributes

• Self-motivated, independent, service-oriented, and open to new ideas.
• Effective team player with strong interpersonal skills.
• Able to professionally engage and communicate with internal teams and external clients.
• Possesses a strong sense of responsibility and ownership.
• Organized, analytical thinker capable of proactively overcoming challenges with creativity and flexibility.
• Comfortable working in a fast-paced, dynamic technical environment.
• Capable of working autonomously with remote teams and limited supervision.