Service Contract Planner

As a Service Contract Planner, your mission is to :

• Support the Group's Vision "First in Mind and First in Choice" by focusing on and continuously promoting and developing a Customer-Value and a Customer-Care driven culture within the organization.
• To proactively plan and schedule the visits of Service Technicians with an objective of optimizing service resources to achieve a high degree of operational efficiency and customer satisfaction.
• Support service operations team leader in ensuring that work schedules are allocated based on the competence levels of service engineer/technician.
• Efficient and effective service schedule planning on service contract portfolio
  
  

About The Role

Planning for Service Contract

• Review all the new service contracts and ensure that listed partner details are according to SAP system information.
• Before new contract creation, get confirmation from salesman that agreed first is according to current machine running hours maintenance needs to avoid tedious replanning work in the future.
• All compressors and dryers under Service Contract must have Smartlink connectivity. Ensure that a request for Smartbox installation is made for Mk4 control. For Mk5 Elektronikon, ensure that FSE are given instruction for connectivity activation
• To advise end users four weeks in advance for every visit schedule and reconfirm one week before the actual visit date. Any schedule changes shall be communicated clearly to all stakeholders to avoid misunderstandings that will lead to customer dissatisfaction
• To check and ensure that requested basic start dates are within the lead time commitment of logistics before releasing job order in the system for parts ordering
• Allocate service jobs based on clearly defined competence levels among Field Service Engineers (FSE).
• To remind FSE’s that MAM Visit Report (VR) is updated and synchronized daily until job completion. Completed job VR must be signed by customer and submitted within 24 hours after job completion.
• In case of visit rescheduling, ensure that COPS planning board is updated and all relevant parties are informed.
• Daily check of planning board for diagnostic ticket notifications. Inform/remind the service contract team leader for needed action enforcement. Ensure that if FSE site visit is required, CU job order is linked to the diagnostic ticket.
• Any breakdown occurrence and customer request for site visit must be checked against Smartlink events and diagnostics notifications for units under TR, TC and EW contracts. Get the attention of the contract team leader for guidance before opening CU job.
• Customer request for site visits on breakdown cases for units under warranty must be referred to technical support team for investigation if the problem is related to compressor elements, electric motors and inverters.
• Be the back up of other planner in their absence
  
  

WIP handling, invoicing, closing and NPS follow up

• Contract invoicing is a daily activity and shall follow the invoicing plan reflected in SAP system. Collaborate closely with Service Admin to ensure timely invoicing.
• WIP must be reviewed weekly
• WIP under released status for more than 2 weeks must be updated to either tentative schedule or confirmed schedule unless no firm parts delivery date yet from supplier
• WIP with APCO and APDE material sub-status to be prioritized for FSE job scheduling.
• CNF jobs must be closed within a week after completion date. Reminder to be issued to sales team if WIP status is waiting for sales (WFS)
• TECO jobs must be given closure priority. To seek BKU and Team leader assistance for cases where their intervention is needed
• To extend assistance on NPS survey by reminding customers via email, to reply on NPS survey
• To execute any ad hoc assignment given by the immediate supervisor.
  

Compliance with Corporate Guidelines

• Comply with the Atlas Copco Business Code of Practice and policies & procedures
• Adhere to the Safety, Health and Environmental (EHS) standards as defined by the organization
  
  

To succeed, you will need

We wholeheartedly encourage you to apply even if you do not fulfill every single requirement. We value diverse experiences and perspectives, and we are eager to discover the unique contributions you can offer to this role.

Experience Requirements

Candidates should possess relevant experience in the service industry, particularly in planning and organizing activities. Experience in customer-facing roles is advantageous.

Knowledge

• Exceptional interpersonal skills.
• Proficient in oral communication – capable of articulating thoughts clearly and persuasively in both positive and challenging situations; actively listens and seeks clarification; responds effectively to inquiries.
• Demonstrates strong communication capabilities.
• Familiarity with the maintenance requirements and schedules associated with compressors and dryers.
  
  

Educational Requirements

A diploma or degree in Engineering, Business Administration, or Sociology.

Additional Information

Exhibits proficiency in organizational and time management skills.

Adaptable and flexible in approach.

Displays self-motivation and the ability to perform effectively under tight deadlines.

Results-oriented, capable of completing tasks with minimal supervision.

A collaborative team player with outstanding communication skills.

An empathetic communicator who understands and appreciates the perspectives of others.

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being
  
  

Job location

This role requires you to work on-site at our office in Shah Alam, Selangor. You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.

Contact information

Talent Acquisition Team: Jean Yin Chia

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