Job Responsibilities:

• Serves as the primary contract related technical issue in normal level for the customers who require field service or repair.
• Obtains customer requests about product information and service requirement, and report to managers in the group assigned.
• Assesses the workload, plans, supervises and schedule all service works, assigns the mechanics and request for approval of dispatching the right mechanics to the particular service jobs.
• Manage the mechanics and their toolbox for better utilization of cost and time.
• Ensures that work orders are properly handled and proper service report are submitted by their team on time.
• Maintain a proper balance of qualified mechanics to service the work, monitors the repair progress of all assigned jobs, and obtains commitment for a completion time.
• Provide the correct parts needed for field service or repair to spare part team or service admin.
• Handle telephone enquiry form service admin, call center, or the customers for their technical issue.
• Manage the customer complaints to minimum and request the support from manager if needed.
• Communicates with customer if additional work is needed. Explain the details to the customer, including additional workload which the mechanics need to performance, additional cost, and time with proper document or references.
• Spot check the progress of important repair during the day by calling up customer.
• Coordinates with warranty team in processing of warranty claim. Monitor the claim and sees that all claims have been resolved. Advises the managers on any unresolved claims.
• Advise customers on the care of their products and the value of maintaining their products in accordance with the recommendations form the manufacturers.
• Interprets warranty information and policies to customers.
• Provide necessary coaching to promote teamwork with technicians to continually increase the effectiveness and productivity of the mechanic team.
• Provide necessary directions, coordination and specialized guidance to mechanics regarding the repair and maintenance of the product. This is to ensure the quality of work performed and maintenance of performance standard.
• Monitor the quality of service from private shop and vendor for repair and/ or maintenance of products.
• Ensures that there is enough technical documents, tool, special tool for mechanics to use for their daily activities. Ensure that the provided documents or tool are properly handled and maintained.
• Identifies the weakness of the mechanics and proposes the training plan to managers. Takes part actively in the training of new and existing staff with regards to new and effective repair/maintenance techniques and tools in collaboration with service representatives from the manufacturer.
• Ensures all mechanics under his supervision have been proper maintenance, and safety training prior to job assignment and utilize proper safety precautions related to all works.
• Make recommendations regarding maintenance of service car, facilities and ensures the service car and facilities are ready for works.
• Coaches and provides career development advice to his mechanics, make recommendation to the manager for necessary changes in staffing so as to meet demand of workload, interview applicants and make recruitment recommendation.
• Counsels mechanics and recommends corrective and/or disciplinary action when appropriate, documents mechanics performance, and maintain mechanics records.
• Conduct regular meetings with his mechanics team to compare performance with standard
• goals.
• Evaluate operations and activities of assigned responsibilities, recommends improvements and modifications, and prepares various report on operational and activities.
• Reports to the managers if any problem encountered in relation to customer dissatisfaction.
• Collaborate with stock, local purchase, service admin, car control personnel to minimize the waste and loss.
• Lead mechanic team to implement aftersales strategy and policy.
• Ensure to achieve mechanic team and individual’s KPIs.
• Lead 5s and safety improvement.
• Performs other duties as assigned by managers.

Job Requirements:

• Minimum 3 years experiences in technical skills (Hydraulic, Electric, Mechanical system).
• Bachelor ’s degree in Mechanic is preferred.
• Medium leadership and management skill.
• Good computer skill, MS-Office, internet and email.
• Knows the correct application and use of tools and equipment.
• Good communication skills, both in writing and verbally, in local language and English.
• Good organizational skills and decision-making ability.