Service Advisor
About this position
Responsibilities
• Accountable and responsible for receiving, inquiring and gathering information required from customers' calls, as well as log, validating, verifying and updating issues, customer (i.e.: profile, credit status, unit location, etc.) and product information.
• Accountable and responsible for providing advice and recommendations, based on information gathered during consultative session by phone call, as well as proposing further service action recommendation on troubleshooting to ensure customer experience is well managed.
• Accountable and responsible for coordinating with event planner on creating Service Quotation, standard duration, according to the event's scope of work and SLA for customer, as well as defining resources required for event, including communicating and coordinating with relevant parties.
• Accountable and responsible for monitoring breakdown activities, taking action for potential OTIF defect and updating event progress status to ensure event performed meet OTIF.
• Accountable and responsible for performing close event, gathering feedback from customers, proactively following up customers, who decided to perform event by themselves, as well as updating fix technical resolution into system database to measure customer satisfaction.
• Accountable and responsible for reviewing and analyzing all technical issues vs. precise resolution meet SLA and OTIF service performance, as well as defining continuous improvement to meet target and impact to the business profitability.
Requirements
• Minimum S1 in Mechanical Engineering/ Technical major.
• GPA minimum 2.75.
• Minimum 5 years experience in Service Operation.