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Jobs in Malaysia   »   Jobs in   »   Customer Service jobs   »   Customer Care Officer

Customer Care Officer

Service & Resource Planning

• Proactively plan & agree the Preventive Maintenance schedules with customers as per the product requirements and contract obligations.

• Assign trained and available FSE to perform the planned services.

• Manage progress of the planned service, escalate to CS Delivery Manager for non-compliance and any risk in fulfilling service commitments.

Field Change Order (FCO) Planning

• Create SWO for affected equipment based on the Unit Effective List as provided by the Technical Support Specialist

• Coordinate FCO parts ordering

• Schedule & dispatch FCO’ / Service Work Orders (SWO’s)

Driving Time & Material (T&M) business

• Create T&M quotation based on requested services from a customer

• Send the approved T&M quote to the customer, and perform necessary follow up

• process billings for T&M orders

Quality & Regulatory Compliance

• Ensure service records and reporting by CCC in compliance to the Q&R requirements. Ensure customer feedback captured timely. Be responsive to the clarification requests from Q&R function or Quality Analysts

• Close monitoring on tools and their calibration requirements.

As a member of the Customer Care Center team, will also support the scope below:

Call & Service Activity Management

• Attend customer calls and register them in the service management system

• Determine the routing of the customer call depending on the customer’s request and contract obligations

• Create service work orders if necessary

• Assign and dispatch Field Services Engineers (FSE’s) to service orders

• Order spare parts if required and inform FSE on delivery schedule

• Inform Customers status of their call and confirm appointments

• Manage the progress of the customer call and escalate if service levels are in danger

Work Order Management

• Manage WIP by reviewing SWO status and perform proper goods movement when necessary

• Identify and parts / service delivery issues in an early stage and take corrective actions timely by working closely together with suppliers, CS Delivery Manager, FSE or relevant stakeholder to mitigate the risk of delivery

• Coordinate final delivery at customer site

• Follow up in case of missing, damaged or wrong deliveries

• Trigger Defective on Arrival (DEFOA)

• Comply with export control regulation

Tools Management

• Register & label all service tools required by FSE for field service delivery

• Understand the calibration requirements of the service tools, track and update calibration records

• Monitor the tools movement, recall tools and arrange with service vendors for on time calibration services

• Ensure tools that are not at condition for service, e.g. out-of-tolerance, defective or overdue for calibration, etc, are recalled and sent to qualified service vendors for on time calibration services

• Support CS Delivery Manager in assessment of quality impact on services performed using tools found out-of-tolerance

As a member of the Customer Care Center team, will also support the scope below:

Call & Service Activity Management

  • Attend customer calls and register them in the service management system

  • Determine the routing of the customer call depending on the customer’s request and contract obligations

  • Create service work orders if necessary

  • Assign and dispatch Field Services Engineers (FSE’s) to service orders

  • Order spare parts if required and inform FSE on delivery schedule

  • Inform Customers status of their call and confirm appointments

  • Manage the progress of the customer call and escalate if service levels are in danger

Work Order Management

  • Manage WIP by reviewing SWO status and perform proper goods movement when necessary

  • Identify and parts / service delivery issues in an early stage and take corrective actions timely by working closely together with suppliers, CS Delivery Manager, FSE or relevant stakeholder to mitigate the risk of delivery

  • Coordinate final delivery at customer site

  • Follow up in case of missing, damaged or wrong deliveries

  • Trigger Defective on Arrival (DEFOA)

  • Comply with export control regulation

Tools Management

  • Register & label all service tools required by FSE for field service delivery

  • Understand the calibration requirements of the service tools, track and update calibration

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