JOB LOCATION

Kuala Lumpur, Malaysia

JOB PURPOSE

Handle overall IPCO field service delivery for Region South East Asia and Australia & New

Zealand.

MAIN RESPONSIBILITIES

· Manage field service operations for the region including job coordination between

customer, sales and technicians (use of our ERP is mandatory).

· Maintain service activities in our CRM.

· Ensure the service delivery is controlled against budget.

· Rigorous follow up on claims and rework.

· Get feedback from local customers through different channels (CRM, Survey etc) and

coordinate short-and longterm solutions between customers, markets and divisions.

· Implement and maintain key measures (KPI’s) to monitor service activities.

· Work closely with the PAs, GPMs and Sales managers to establish and maintain proper

service and repair hand-over procedures

· Ensure that the field service team properly documents activities and reports to

customers

· Implement and maintain continuous improvement activities like pro-active service

delivery etc.

· Foster a customer focused culture with a committed service team

· Implement lifecycle approach methods in the region

· Develop training programs to support Service, including on and off-site programs for

technical and non-technical customer contacts

· Annual budgeting and delivery of service tools and fixtures to ensure our technicians

have the right tools to execute their roles properly

· Develop cross border mindset within the service team through cross learning

initiatives.

· Maximize efficiency of Service and Repair resources by hiring, training and scheduling

for cross-country border service

· Ensure that the Service Technicians are properly trained on products, systems,

applications and other skills as required

LANGUAGE KNOWLEDGE

English fluent. Local language/s is a benefit.

EDUCATION 

Bachelor degree or above.

Major in Mechanical Engineering If no diploma a solid and proven track record is required.

COMPETENCIES

Good communication skills.

Work under pressure.

Ability to work in a team.

Strong problem solving skills.

Customer focused mindset.

Proficient Microsoft office.

Structured at work.

LICENCES & CERTIFICATES

n/a

OTHER 

Ability to travel (20%) Years of experience >10