Position Overview
Responsibilities - Support Service Manager by communicating with customers on the Service calls.
- Create service ticket (KUT) with details in internal system (Serviceworld / BaaN).
- Issue Digital Service Report (DSR) for engineers and export the completed DSR from Lotus Notes to BaaN.
- Prepare service work orders.
- Prepare and send service quotations and contracts to customers and follow-up with the service purchase order.
- Issue Service Invoices in accordance with the company policies and timelines.
- Follow-up with customers on the service overdue.
- Complete processing of warranty invoices (bill-back) to factories.
- Maintain and update customer information in the CRM system (BaaN/CRM).
- Primary point of contact for customer portal.
- Conduct customer satisfaction survey (CSS) and document in online platform.
- Prepare and generate weekly and monthly reports relating to service KPIs (turn...