Total 174 customer service job vacancies in Tengah, Singapore - Pulau Pinang

• Order Processing- Maximizes customer service level by processing all customer orders in such a way to eliminate any errors in order. Analyses service failures and makes recommendations for improvements. This to maximize customer service level and sales.
• Resolve Customer Complaints- Ensures efficient customer complaint handling and decrease of the number of complaints. This by:
• Pre-advising all customers of any potential shortages including reason and next availability.
• Processing all allocated customer’s returns / queries. Logging all customer complaints queries or issues and ensuring all are resolved in a timely manner.
• Obtaining and evaluating all relevant information to handle enquiries and complaints. Reports on customer complaints as requested by Customer Services Lead.
• Pro-actively inform the customer of what can be delivered. Identify potential stock issues and efficiently inform customers and internal stakeholders (e.g. Sales) to ensure excellent customer relationships
• Provide the Logistics Operators with adequate lead-time in such a way that all customer deliveries can be planned, coordinated and dispatched in order to satisfy the required deadlines, maximize utilization and minimize cost.
• Administer customer account data. Update master data as appropriate, ensuring accurate specific information. Provide on- going support as requested by team leader or manager
• Evaluate external customer satisfaction, define and implement improvement activities based on these results.

Order Processing

1. Adhere to proper pricing policies and ensure selling price are correctly maintained in ERP.
2. Support line manager in maintenance of correct pricing file in ERP
3. Support commercial and service team in direct customers/distributor quotations and order fulfilment.
4. Sales order processing & management - ensure accuracy of booking into ERP system and timely execution of purchase order to overseas business units in Europe, USA and China with close follow up of shipment schedule and logistics matters. 
5. Cross departmental collaboration with internal business units to get alignment and render excellent support to customers.
6. First line of customer enquiries via calls, emails.
7. Manage invoicing after order fulfilment.
8. Warranty, spare parts & inventory logistics coordination in Singapore.
9. Involve in Continuous Process Improvement projects (LEAN leadership program to identify waste in processes & avoid burnout).

 

Support Task

• Manage internal and customer enquiries on product availability, prices, delivery times, and the status of orders
• Handle customer complaints, processing of claims and returns as well as proper documentation of each case.
• Support the shipment of product samples from business units to customers/distributors upon approval from the management.  
• Empathy and having sense of urgency in supporting customers in resolving quote and shipment issues promptly.
• Monitor account receivables, follow-up with relevant parties/customers to provide timely payment as accordance to payment schedule.
• Working closely with the relevant parties to manage customer accounts including the setting of credit limits and payment terms in ERP with guidance from the Commercial & finance team.
• Back-up for other CSRs in APAC as and when required.
• Conduct and maintain inventory checks and offer logistics support including product packing and shipment as and when required.
• Day-to-day administrative tasks
• Plan and execute events.
• Any other ad-hoc duties assigned by the Manager.

Provide customer service in monitoring freight to ensure timely arrival, accurate and timely customs declarations for final delivery to consignee within specified / agree timeframe

Follow up on inbound shipments and ensure timely delivery to consignee.

• Monitor flight/vessel arrivals and ensure timely feedback on arrival information to customer.
• Ensure to meet all Pharmaceutical & Healthcare requirement as per GDP/GDPMDS regulations and directives, as required.
• Ensure that discrepancy related to shipment is reported to customers and origin offices promptly.
• Complete customs competency test and able to file for customs entry whenever necessary/required.
• Ensure all paperwork are in proper order that meet customer profile and comply to local rules and regulations.
• Ensure Key Performance Indicators on customs entries are met within customers' requirements. Comply with Singapore Customs / Competent Authorities rules and regulations imposed as well as adhering compliance to Expeditors policy and expectations.
• Achieve 100 % customer satisfaction at all times through understanding customers' needs and handling requirements as well as ensuring 100% compliance.
• Respond to customer complaint and query with a sense of urgency and provide solution or improvement plan whenever possible.
• Answer all incoming calls promptly and politely.
• Develop good rapport with the customers.
• Ensure all data are entered into system timely and accurately.
• Ensure that freight and handling charges are billed to customers timely and accurately.
• Prepare and submit reports timely whenever required.
• Take up additional tasks as required to meet department's needs.

Other skills

1. Good working knowledge in computer software applications including E-Mail, Excel, Word and PowerPoint
2. Good interpersonal and problem-solving skills
3. Good communications skills with good command in written and spoken English.

The Service Delivery Director shall be the single point of contact for the services to be delivered under this Contract and be present at all management meetings. If he is not available, he shall be duly represented by a person of higher authority, who shall have good knowledge of the services to be delivered, status and issues under this contract.

The Service Delivery Director is required to manage a large team of over 100 resources and have strong technical background to manage the complex environment.
 

Project Delivery
•    Review the project lifecycle (initiation, plan, execution, completion)
•    Review project schedules, quality plans, budgets, and communication and risk management plans
•    Manage issues arising out of scope definition and subsequent disputes that impacted scope, schedule and cost
•    Manage issues arising from integration of various components of the project including hardware, software installation, testing, business process review, redesign, application development, migration and data conversion etc.
•    Oversee the implementation of the project with regard to schedules, budget, manpower and quality
•    Resolve project overrun issues with Senior Management
•    Monitor and report on project management progress
•    Manage resources in terms of mobilizing resources during different periods of time from team to team to maximize productivity or minimize wastage

Customer/Vendor Management
•    Manage contracts and subcontractors
•    Effectively engaged stakeholders in project decisions and execution
•    Build long-term customer relationships by anticipating and exceeding customer’s expectation
•    Negotiate with customers on change control mechanism to meet schedules and prioritize changes based on business needs

Business Development
•    Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
•    Be involved in pre-sale activities

Team Management
•    Provide leadership to the project team to ensure that proposals/ enhancements are fully analyzed and evaluated for benefits and costs
•    Provide the project team with accurate information about business needs and priorities as well as details about business systems
•    Participate in leadership activities and providing performance feedback and developmental coaching
•    Monitor and improve team performance, conduct team building, providing leadership, coaching, and performance management
 

The Raffles Service Agent delivers friendly and professional service that meets guest’s reservation experience expectations prior to their arrival.

Primary Responsibilities

Delivers Friendly and Professional Service

• Ensures smooth operation of Raffles Service department by attending to incoming calls, fax and emails that are pertaining to room reservation.
• Obtains all the necessary information to complete a room reservation in the Opera system, i.e. stay dates, flight details, rates, special requests and reservation notes.
• Completes the reservation process by combining all reservation details (including any Food and Beverage or Spa arrangements) and sending a confirmation to the guest.

Focuses on Guest Experience

• Supports guest’s decision to proceed with the reservation by providing accurate information on the price, room type, availability and the amenities.
• Is well versed with the preference of the regular guests and provide them with the consistent service anticipating their needs in advance.

Involvement in Wider Job Function Actions/Relationships

• Supports the Raffles Service colleagues to achieve upsell goals in various revenue streams.
• Coordinates with other departments (Front Office, Concierge, Food and Beverage, Raffles Spa, Housekeeping and Butler) on the guest’s needs and requirements.
• Works closely with Revenue department to be aware of the occupancy of the hotel (i.e. sold out dates, blackout dates and the need periods).
• Advises Raffles Service Manager of any deviations in rate applications or reservations arrangement.
• Maintains an accurate and updated filing system of all correspondence.
• Is familiar with hotel’s credit policies and handles billing instructions correctly.
• Performs clerical and administrative duties.
• Adheres to Raffles Hotel Singapore and Room Reservations department standard operating procedures, guidelines and grooming standards.
• Supports Accor Corporate programs, such as Planet 21.
• Ensures service standards and individual performance are aligned with Accor Hotels Values.

The Food and Beverage Service Associate is responsible for delivering friendly and efficient Food and Beverage service according to hotel Standard Operating Procedures in order to meet guest dining experience expectations.

We are hiring for the following outlets:

• Long Bar

Primary Responsibilities 

Food and Beverage Service

• Provides excellent service at all times to guests based on established hotel standard operating procedures.
• Greets and farewells guests and colleagues in a friendly and courteous manner.
• Assists colleagues and guests efficiently and in a professional manner.
• Takes responsibility for residents’ and guest belongings in the restaurant or bars.
• Has extensive knowledge of our food & beverage menus in order to service our product, including liquors and cocktails.
• Offers menu options and advice and takes orders.
• Offers drinks, pre, during and after meal service.
• Remembers guest’s preferences to extends personalised service.
• Takes guest’s Food & Beverage orders accurately and assures correct input in Point of Sales system.
• Double checks order list before "sending" ticket to the kitchen.
• Anticipates guest’s needs.
• Verifies guest satisfaction with each table during each course served.
• Uses the guest name appropriately and communicates it to restaurant colleagues and managers.
• Serves food in a timely and efficient manner.
• Arranges and maintains all assigned side stations and continually stocks each station before and after every shift.
• Makes sure all silver and glassware is polished, wiped and spotless.
• Keeps all side stations clean at all the times.
• Keeps chairs and banquettes clean and clear of debris.
• Marks tables appropriately to food & beverage order for each course to ensure proper delivery.
• Makes sure that all product served are accounted for on the final bill before presenting it. 
• Up keeps and clears tables between courses throughout the dining experience.
• Picks up check before guest leaves and give guests a warm farewell while thanking them for their visit.
• At the end of the shift, delivers all checks and reports to the appropriate place according to established standards. 
• Adjusts service to suit guests’ requests and personalises any interaction with the guest.
• Uses a Heartist® approach – makes guests Feel Welcome, Feel Heart-warmed, Feel Incredible, and Belong.
• Actively engages in upselling and adds value.
• Relays any guest complaints to manager.
• Ensures efficiency of work in dish wash, pantry, and service preparations.
• Ensures cleanliness and work safety in food preparation and service areas.
• Carries out adhoc duties as assigned including, but not limited to sending operating equipment for cleaning or burnishing on weekly basis, sending soil linen for exchange for clean ones and collecting Food & Beverage requisition on daily basis. 
• Ensures service standards and individual performances is aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Contributes to the hotel’s Corporate Social Responsibility efforts by supports the Planet 21 program.

Learning and Development

• Participates in training activities to improve knowledge and skills.
• Attends daily briefing and monthly meeting conduct by the manager.

JOB DESCRIPTION

Joining the company as a trainee, you will be assigned a mentor who will work closely with you in your first 6 month as you become familiar with the role and industry. During this time, you will see first-hand what goes into ensuring a private jet charter goes off with ease. You will learn everything from how to build a successful sales list, work with HNWI and of course, how to administer a charter flight all whilst delivering service beyond expectation.

The Food and Beverage Service Associate is responsible for delivering friendly and efficient Food and Beverage service according to hotel Standard Operating Procedures in order to meet guest dining experience expectations.

We are hiring for the following outlets:

• In-Suite Dining
• Long Bar
• Raffles Courtyard

Primary Responsibilities 

Food and Beverage Service

• Provides excellent service at all times to guests based on established hotel standard operating procedures.
• Greets and farewells guests and colleagues in a friendly and courteous manner.
• Assists colleagues and guests efficiently and in a professional manner.
• Takes responsibility for residents’ and guest belongings in the restaurant or bars.
• Has extensive knowledge of our food & beverage menus in order to service our product, including liquors and cocktails.
• Offers menu options and advice and takes orders.
• Offers drinks, pre, during and after meal service.
• Remembers guest’s preferences to extends personalised service.
• Takes guest’s Food & Beverage orders accurately and assures correct input in Point of Sales system.
• Double checks order list before "sending" ticket to the kitchen.
• Anticipates guest’s needs.
• Verifies guest satisfaction with each table during each course served.
• Uses the guest name appropriately and communicates it to restaurant colleagues and managers.
• Serves food in a timely and efficient manner.
• Arranges and maintains all assigned side stations and continually stocks each station before and after every shift.
• Makes sure all silver and glassware is polished, wiped and spotless.
• Keeps all side stations clean at all the times.
• Keeps chairs and banquettes clean and clear of debris.
• Marks tables appropriately to food & beverage order for each course to ensure proper delivery.
• Makes sure that all product served are accounted for on the final bill before presenting it. 
• Up keeps and clears tables between courses throughout the dining experience.
• Picks up check before guest leaves and give guests a warm farewell while thanking them for their visit.
• At the end of the shift, delivers all checks and reports to the appropriate place according to established standards. 
• Adjusts service to suit guests’ requests and personalises any interaction with the guest.
• Uses a Heartist® approach – makes guests Feel Welcome, Feel Heart-warmed, Feel Incredible, and Belong.
• Actively engages in upselling and adds value.
• Relays any guest complaints to manager.
• Ensures efficiency of work in dish wash, pantry, and service preparations.
• Ensures cleanliness and work safety in food preparation and service areas.
• Carries out adhoc duties as assigned including, but not limited to sending operating equipment for cleaning or burnishing on weekly basis, sending soil linen for exchange for clean ones and collecting Food & Beverage requisition on daily basis. 
• Ensures service standards and individual performances is aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Contributes to the hotel’s Corporate Social Responsibility efforts by supports the Planet 21 program.

Learning and Development

• Participates in training activities to improve knowledge and skills.
• Attends daily briefing and monthly meeting conduct by the manager.

What you'll Do

We’re looking for passionate, innovative professionals to join our team and connect the world to more. You’ll work in a collaborative and inclusive environment that values diverse perspectives and continuous learning, and provides industry-leading benefits with unmatched opportunities for career growth. Our team is fearless in pursuit of new ideas and uncompromising in our quest to become the world’s first truly global Internet Service Provider. 

The day-to-day

• Serve as the main focal point for customer needs and requirements for all aspects of the Viasat system and service to deliver and grow the accounts
• Manage day to day relationship and lead multiple weekly calls across all levels of customer leadership, as well as leading Quarterly Reviews and Executive Reviews
• Manage Viasat system delivery from concept to purchase order, certification, delivery and installation on aircraft, through to post-installation and aftermarket support for the life of the customer needs
• Develop and deliver on key strategic and revenue growth objectives in collaboration with leadership, targeting both short and long term goals
• Manage a globally dispersed, cross-functional, matrix organization of engineers, developers, operations, logistics and field support as part of the customer program
• Develop, maintain, and distribute standard project management deliverables, including implementation plan, project schedule with milestones, project budget and variances, issues & action items log, meeting minutes, risks assessment and contingencies
• Build and grow relationship across multiple airline functional areas to establish position as a trusted advisor to the customer
• Be a problem solver that leads by finding solutions and de-escalating issues internally and externally
• Full P&L responsibility with monthly reporting to Segment President
• Lead negotiation with customer covering service agreement, amendments, change orders, pricing, etc.

Our client is a global leader in the logistics industry, specializing in international shipping, courier services and transportation. They are looking for a Service Engineer to support the expanding team.

As a Service Engineer, you are responsible for:

• Provide daily desktop IT issues support.
• Maintain hardware and resolve problems either through personal action or by organizing resolution through a third party.
• Ensure all VPN, internet, mobile, emails, BB are in good working condition at all times and also prior to users / SMT travel schedules.
• Ensure the functionality and accessibility of all peripherals (mobile, BB, etc.) and handle any BB and Mobile related issues with Mobile Service Provider.
• Deploy and commission new notebook, IT peripherals, including the installation of operating systems and other software.
• Provide users with basic training to utilize the PC or operations equipment and avoid future problems.
• Provide break fix desktop related issues or interim solution if problem cannot be fixed immediately.
• Provide level 2 support for technical escalation.
• Respond to requests for equipment set up for meetings and presentations.
• Respond with the appropriate degree of urgency to problems and requests from the Help Desk for user support.
• Deploy and commission new notebook, IT peripherals, including the installation of operating systems and other software.
• Manage onsite computer room facilities, liaise with Vendor for Schedule maintenance primary contact for onsite Network and connectivity escalation.
• Plan contingency and support robustness from users & SMT IT support perspective.
• Evaluate new Technology innovation, conduct POC tests & recommend best fit according to business requirement and environment.
• Manage site IT asset management - software & hardware inventory.
• Manage License Compliance.

• Degree or Diploma in Information Services/Business (or equivalent).
• 1 to 2 years’ experience in a technical support role for end users.
• Excellent communication and interpersonal skills (English) - spoken and written.
• Able to be on standby, to provide 24 hour support for after-office-hours(AOH).

• Working Hour: Monday to Friday 8.30am to 6pm
• Monthly Package: Basic Salary + Transport Allowance + AOH Allowance Bonus: AWS + Performance Bonus

What if the work you did every day could impact the lives of people you know? Or all of humanity?

At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.

Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

Basic Function and Scope of the Position:

To be responsible for ensuring and improving the performance, productivity, and efficiency of Service, Support, and Customer Service organizations through developing and implementing effective processes, systems, technology, and change management initiatives.

Tasks and Responsibilities:

• Oversight of Business Process ownership of all aspects related to the roles and responsibilities of the service, support and customer service teams. Be a voice within these teams and to departments supporting these teams on the importance of focusing on customers, their experience, and the revenue benefits of maximizing customer success.
• Improve the operational systems, processes and policies in support of the organization's mission -- specifically, support better management reporting, information flow, business process and organizational planning to drive operational excellence
• Leverage a strong understanding of AMEA business needs to represent AMEA and recommend changes to processes, systems and technology as appropriate, working with global operations, information systems and management stakeholders. Explore, review and recommend technological improvements for the Service, support and customer service teams and manage pilot programs appropriately.
• Develop communications and presentations related to strategy, status, critical path activity timing, resources required, and related issues and risks, and communicate internally and to external partners as appropriate
• Own escalations where GIS and other functions require system enhancements to solve business process deficiencies.
• Own appropriate delegation of duties for requirements gathering, local project coordination, and User Acceptance testing for process and system improvements. 
• Own training programs in new processes and systems to the staff affected; Including the coordination with the training team to ensure appropriate onboarding programs for new staff and continuous development programs for existing staff are available across all skills necessary for field teams to perform their duties.
• Develop and manage reporting systems to monitor critical metrics to drive performance improvements. Work closely with the Head of Commercial Operations and the AMEA leadership team to define optimal performance measurements and performance management programs required to ensure organization success. Align reporting, training, coaching and incentive programs with these performance management priorities.
• Develop and execute methods to test the success of implemented programs and create ongoing cycles of innovation to drive field force performance. Work with the regional operations analytics team to develop dashboards and tools that enable the management team to quickly review team performance and identify gaps and opportunities for performance improvement and growth.
• Collaborate effectively cross-functionally with multiple departments, including operations, training, management, and others, to execute strategically prioritized project plans sanctioned by the management team to deliver improved field performance in productivity, effectiveness, and efficiency. Engage in best practice project management methods where appropriate.
• Lead a change management process that aligns with global operations to build an organization of continuous process improvement. Must accommodate appropriate communications management, which establishes support from crucial leadership stakeholders and drives the organization's understanding of proposed changes. In addition, support process and system improvement roll-out cadence by other operations teams and leverage the developed outreach and communication vehicles to help determine optimization requirements.
• Provide recommendations to the senior management team on considerations for future field-force structure, incentivization, and roles and responsibilities to maximize the efficiency and effectiveness of the service, support, and customer service teams.
• Manage, grow and implement development plans for managers and team members within the operations team. This includes performance management leveraging Illumina’s leadership pillars to Inspire, Execute, Grow and Collaborate.
• Develop and manage systems for collection of customer feedback to determine areas for improvement in both satisfaction and loyalty
• Collaborate with other managers to develop effective enablement solutions for field service and support personnel (e.g., spare parts strategy and inventory holding locally in Asia Pacific)
• Review and develop improved processes for customer onboarding, order fulfillment, and dispatch of field resources.
• Coordinate the service financial planning and forecasting process across the region- including revenue, spending and headcount requirements
• Ensure alignment with quality and regulatory functions to refine and manage our quality systems and assist in compliance with regulatory requirements.

All listed tasks and responsibilities are deemed essential functions to this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities.

Preferred Educational Background:

• Minimum of B.Sc. in molecular biology, chemistry or business required.
• Higher level degree in above highly regarded

Preferred Experience & Skills:

• Significant  commercial  experience  with  a high-technology  and service-oriented company required
• Significant experience in the support of life science or clinical laboratory customers preferred
• Demonstrated proficiency with software programs, including CRM, ERP, Excel, PowerPoint and reporting tools
• Demonstrated proficiency in developing and leading process improvement initiatives through collaboration
• High degree of financial and business acumen
• Exceptional interpersonal, collaboration and customer service skills
• Excellent written and verbal communication skills
• Solid experience independently solving problems and working effectively in a team environment to deliver innovative and market-leading solutions
• Ability to display leadership of highly motivated teams in a fast-paced and dynamic environment
• Must be very detail-oriented
• This role will involve international travel from time to time

 #LI-HYBRID

#illuminacareers

Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information.

Manager, Sustainability Customer Success AMS and APJ

Description -

What a Manager, Sustainability Customer Success AMS and APJ does in HP:

• This team’s mission is to enable HP to efficiently support our customers on their sustainability journey and turn this into a demonstrable competitive advantage across the markets we have presence. As part of this role, this person will be responsible for defining the overall go-to-market strategy for five markets - North America, Latin America, Greater Asia, Greater China and Greater India. Part of the responsibilities include:
• Leading a diverse team spread across multiple countries that is responsible to support the business on the ground as sustainability go-to-market subject matter experts;
• In partnership with the Commercial Organization, defining strategies to support customer and partners engagements, including SLAs and engagement plans;
• Setting goals and deliver on yearly plans, leading the team to execute accordingly;
• Ensure operational excellence on budget execution, reports, quarterly business reviews and dashboards;
• Identify customer needs, insights and trends that will guide the development of solutions and assets at a worldwide level
• Enable the development of sustainability messaging to consumer and commercial customers, as well as marketing campaigns in partnership with other go-to-market teams
• Help drive brand differentiation and positive impact at a market level through community programs
• Support continuous improvement of sales support processes to RFPs (Request for Proposal) and RFIs (Request for Information) with sustainability requirements
• Provide guidance and input for the development of sales-support materials, and sales trainings
• Support virtual and in-person customer and channel briefings when needed, as well as acting as spokesperson at key events and thought leadership opportunities

Individuals who will do well in this role in HP, usually possess:

• Minimum of 7-10 years work experience and 3-5 years managing teams, preferably in sustainability, business development, business or project management.
• Passion for sustainability and drive to make a positive difference.
• Bachelor's or Master's degree (sustainability or environmental focus would be a plus).
• Ability to think strategically, develop action plans, and to lead, negotiate and influence different types of stakeholders.
• Strong communication and presentation skills, ideally to external audiences like customers and partners.
• Strong problem-solving skills, ability to influence and negotiation mindset
• Capacity to see “the big picture” in complex, fluid situations, then prioritize and take action with calm and efficiency, working at a fast pace in a flexible manner.
• Enthusiasm, ability and willingness to learn and adapt to new challenges.
• Authentic customer service orientation combined with solid business acumen.
• Strong teamworking and demonstrable leadership skills
• Ability to work with minimal direct day-to-day supervision.

Sustainable impact is HP’s commitment to create positive, lasting change for the planet, its people, and our communities. This serves as a guiding principle for delivering on our corporate vision – to create technology that makes life better for everyone, everywhere.

HP is a Human Capital Partner – we commit to human capital development and adopting progressive workplace practices in Singapore.

#Li-Post

Job -

Public Aff

Schedule -

Full time

Shift -

No shift premium (Singapore)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement

Responsibilities:

• Manage and oversee service operations within the Air Conditioning, Mechanical Ventilation, and HVAC industry.
• Lead a team of service technicians and support staff to ensure efficient and timely service delivery.
• Develop and implement service strategies to meet customer satisfaction and business objectives.
• Monitor and analyze key performance indicators to identify areas for improvement and optimize service performance.
• Collaborate with cross-functional teams, including sales and engineering, to ensure seamless service delivery and customer satisfaction.
• Handle customer escalations and resolve issues in a timely and satisfactory manner.
• Ensure compliance with health, safety, and environmental regulations and industry standards.
• Provide technical support and guidance to the service team and customers.
• Stay updated on industry trends and technological advancements in ACMV/HVAC systems.

• Diploma in Engineering or related field.
• Minimum 3 years of experience in service operations within the ACMV/HVAC industry.
• Strong knowledge of ACMV/HVAC systems and equipment.
• Experience in managing a team of service technicians.
• Excellent leadership and communication skills.
• Customer-focused mindset and ability to build and maintain relationships.

Interested candidates who wish to apply for the advertised position, please click 'APPLY' to send in your resume.

EA License No: 13C6305

Reg. No.: R1874608

For candidate who applied for the advertised position is deemed to have consented to us that we may collect, use or disclose your personal information for purpose in connection with the services provided by us.

Role and Responsibilities

                                                                                                         

• Meet & Greet client(s) on the first day of training

• To conduct facilities & safety briefing to client(s)

• To welcome client(s) in a friendly, highly respectful manner and to be the main point of contact for client(s) during their training

• Interacts with client(s) and answers all customer questions especially on course requirement

• Assist with client(s) CAE check-in processes to ensure collection of appropriate pa­perwork

• Security clearance submissions to stakeholder(s) for approval

• Long term pass application submission for internal customer(s)
• Working closely with the other departments (Training, Sales, Technical, Finance and Scheduling) to assist client(s) with any issues/ concerns
• Assist E-entry visa application for client(s)

• Issue Letter of Visa invitation and/or Letter of Business invitation for internal and external customer(s)

• Support on lodging and logistic for client(s)

• Pre-training package information to be sent prior to training

• Send calendar invite to client(s) for meeting(s) and/or other matter(s)

• Coordinates and schedule media tour(s) and/or site visit(s) planned

• Relays information regarding advisories or memorandum(s)

• Monitor and answer any inquiries about products, training and services received via phone, email and online

• Provide quality customer service on every call received and communicate clearly and effectively with caller. Ensure a warm call transfer is done if there is a need for the caller to speak to other department(s) or personnel for assistance or enquiry
  Send survey email to client(s) daily and approach client(s) to share their feedback
• Inventory check and requisition
• Manage the customer lounge hygiene and supplies in order

• Support administrative matter(s) request by client(s)

• Planning, coordinating and organise meeting(s) for stakeholder(s)

• Collect mail, sort, and allocate. Outgoing mails to be recorded prior mailing out

• Incoming and outgoing courier services
  Responsible in accommodating training booking request(s) submitted by airline planner(s)
• Responsible in planning airlines training roster in the Gemini system
• Publish Instructor(s) and Airline(s) confirmed training schedule(s)
• Notify instructor(s) and crew(s) of their planned simulator session(s)/classes/practical drill and all other relevant duties assigned in a timely manner including any last-minute change(s)
• Resolve scheduling and instructor qualification conflict(s)
• Ensure all event(s) are assigned to appropriate regulation(s) 
• Able and willing to perform the scheduling duties of any schedulers and to ensure planning is done within timeline
• Liaison between internal and external customer(s) for classroom booking request and instructor’s assignment
• Any simulator delay/Aircraft on ground, to notify the respective customer(s)
• Ensure crew name(s) are assigned to the training session(s)
• Responsible to review the journey log on the last day of the month
• Responsible to communicate with finance and airline planner(s) on month end closing matter(s)
• To ensure smooth daily operations of pilot training(s)
• Respond to queries from instructor(s), crew/customer(s) and other relevant parties
• Any other duties as may be required

Position Type

                                                                                         

Regular

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Equal Employment Opportunity

At CAE, everyone is welcome to contribute to our success. With no exception.

As captured in our overarching value "One CAE", we’re proud to work as one passionate, boundaryless and inclusive team.

At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity or age.

Who are we?

Senior Data Center Customer Operations Engineer

Job Summary

A Senior Customer Operations Engineer is a skilled specialist that works on assignments requiring considerable judgement and has deep understanding of SOPs, while supporting the overall team goals.

Responsibilities

Queue Management / Reporting

• Reviews work orders in the queue and handles skilled requests which require in-depth understanding of SOPs and adherence to commitment times.
• Reviews expedited requests and handles or re-directs to appropriate team members.
• Supports cross functional teams by collaborating on customer tickets.
• Maintains detailed written records of all work activity.
• Ensures any necessary reporting is complete and accurate; executes ad-hoc reporting requests.
• Creates Purchase Orders (PO's) and Purchase requests (PR's). 
• Assigns locks and keys for both Equinix and customer keys, where applicable.
• Supports creating reports to customers (e.g. power or access).
• Updates local asset databases and other systems.

Installations

• Handles requests requiring skilled rack and stack support of customer equipment.
• Able to read skilled installation spreadsheet plans and supports implementing installations accordingly.
• Supports the building and installation of difficult and challenging installs; which may include: intra-cage fiber tray, ladder rack, customer equipment and cabinets; overhead cable trays, cage mesh, cabinets, and cable management/support systems; grounds cabinets and two-post racks; performs tape changes and back-up updates.
• Recognizes and raises advanced capacity concerns for infrastructure expansions needs and cabling. 
• Performs quality checks on both cross-connects and on-site support tickets, and suggests improvements.

Testing/Troubleshooting

• Supports skilled requests on standard layer 1, 2 and 3 cross connect certification testing.
• Supports the troubleshooting of skilled circuits (i.e., switched, multiplexed, etc.). 
• Supports advanced testing and troubleshooting.

Cross Connects

• Supports challenging datacenter cross-connect work requiring deep understanding of operating procedures for installs, terminations, modifications, and testing. 

• Installs and tests challenging cross-connect circuits, which may include: switched, multiplexed, etc. 

Projects

• Supports advanced installations; provides input and identifies problems with drawings and assists with verification of custom projects.

• Supports vendors on various Data Center related projects.

• Performs quality assurance on new customer installation or deployments 

Training

• Supports standard operating procedures and best practices to maintain a high level of service is maintained.

• May coach others on operations procedures and basic safety. 

• May provide coaching and mentorship to  more junior team members.

Customer Management

• Supports customer satisfaction through timely and precise order execution and quality assurance checks.

• Delivers a high level of service and an excellent customer experience when interfacing with customers.

• Supports sensitive customer situations.

• Manages time expectations on new deployments and existing alterations.

• Supports customers on-site by through access control and escorting services. 

• Point of Contact (POC) for supporting skilled customer requests, exceptions or escalations.

Qualifications

• At least 5+ years experience in data center operations preferred

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.