Service Support Engineer
GEA Group
Date: 2 weeks ago
City: Shah Alam
Contract type: Full time
Responsibilities / Tasks
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- Assist service sales in preparing costings and proposals for project-based work, field service jobs and SLAs. Act as sales lead for field service quotation when required
- Support front-line sales with follow-up and customer communication when necessary. Occasional site survey / site work is expected
- Raise 2nd-level technical support tickets when required.
- Prepare Method Statements and Risk Assessments for field service and site installation jobs.
- Track and manage Field Service Engineers’ schedule to ensure all on-site work is completed according to customer requirements and company budget.
- Coordinate with spare parts and logistics team to ensure parts are delivered to sites on time for service jobs.
- Consolidate service reports and timesheets for invoice submission.
- Process warranty claims for field service orders.
- Manage field service costings and budgets upon order receipt and provide monthly forecast and margin status.
- Lead and participate in continuous improvement initiatives (e.g., waste identification) within the field service team.
- Record timesheets for Field Service Engineers in the ERP system.
- Standardize tools and reports to increase efficiency of resource planning. Identify and recommend cost-saving opportunities to improve field service profitability.
- Provide backup support for PR–PO conversion, goods receipt (GR), and invoicing activities.
- Ad-hoc tasks, as assigned from time to time
- Minimum 2 years’ experience in the process engineering industry. Fresh graduates with the right attitude may be considered.
- Diploma or degree in engineering preferred; Automation/Electrical background is advantageous.
- Experience in costing and proposal preparation and field service coordination.
- Previous experience as a team leader is a plus.
- Knowledge and experience with SAP.
- Proficient in Microsoft Office (Excel, Access, Word, PowerPoint).
- Well-organized, responsible, and strong problem-solving aptitude.
- Excellent oral, written, and presentation skills in English.
- Independent, highly motivated, service-driven, and open-minded.
- Team player with strong interpersonal skills.
- Able to communicate and interact professionally with both internal and external clients.
- Strong sense of ownership and accountability.
- Organized, analytical, and able to remove obstacles through creative and adaptive approaches.
- Comfortable in a dynamic technical environment with a fast-paced daily routine.
- Able to work independently with remote teams, with minimum supervision
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