Service Installers (SI) Management Specialist

Service Installers (SI) Management Specialist

TIME dotCom Berhad
2-5 years
Not Specified

Job Description



Position reports to: Team Leader of Service Installers Management
Job Overview:
This position has a key role in delivering the Department's mandate and Business Division's ambitions. You are the Service Installers (SI) Management Specialist responsible to follow-up on Service Installers management with Order Management, Order Operations, Port Capacity Management, Service Installers, Procurement and Warehouse, Field Engineers, Billing, Internal Audit, Product, Customer Service, Network & Consumer team to ensure all orders are turned into successful appointments while managing Customer's expectation in the event there is blocker/challenges for the order/s to be delivered as per Customer's preferred date with end to end accountability to achieve agreed benchmarks and within the compliance set forth by the company/division/department.
Your Work Life:
  • Responsible for coordinating overall service installers operations including training, enquiries, request and disputes raised by internal and external stakeholders in a timely manner and demonstrate sense of urgency to priority tasks.
  • Responsible to design on-boarding process that covers registration, background screening, training and retention and exit for all installers. User and ID management for all installers.
  • Managing of all communications end to end with all relevant stakeholders to address all matters related to service installers issues/challenges in a timely and periodic manner with accuracy of responses as per the Business requirement especially in accordance to the service installers agreement. Including site meeting with internal and external parties as and when required or instructed by the management.
  • Responsible for the monitoring and tracking of the service installers scorecard performance and KPIs
  • Responding to complaints from internal and external stakeholders related to service installers and providing accurate information/solution/service in a timely manner.
  • Conduct site audit on service installers workmanship quality, material management and cable management.
  • Prepare and produce management presentations and reports whether on a periodic or adhoc basis.
  • Responsible for periodic monitoring of the service installers utilization to ensure we have sufficient resources for daily operations.
  • Assign service installer resources to various projects/buildings and tasks as and when requirement arises as per guidelines.
  • Active and close monitoring of all processed material reservations/returns and ensure all tasks are closed by service installers.
  • Recommend and support OPEX budget forecasting, draw down and spending.
  • PR & PO validation and approval for all jobs assigned to Service Installers.
  • Liaison and follow up with Business Support team for any system issues identified and ensure continuous follow up till issue resolved.
  • Raise IMs for any system issues used by the Service Installers identified and ensure continuous follow up till issue resolved.
  • Responsible to ensure any enhancement introduced by any party are properly captured and reflected in the system without impacting current and future task activity/flow/enhancements related to material management.
  • Custodian of the operating procedures and guidelines for the installer to conduct installation and assurance according to the requirement of TIME's customer experience expectation.
  • Constantly look into and propose areas of improvement to increase team productivity and efficiency to management.
  • Willing to deliver other tasks as assigned by management.
  • To be on-site when needed to resolve ROE related issues and to be present to monitor installation.
  • Be person in charge for all reporting as below:
  • Develop and implement data collection systems and other strategies that optimise statistical efficiency and data quality.
  • Acquire data from primary or secondary data sources and maintain data governance processes.
  • Identify, analyse, and interpret trends or patterns relating to key performance indicators in complex data sets.
  • Incorporate data analysis into designated ongoing reports.
  • On request of management to prepare and create reports.

To be considered, you'll need:
  • It is important that you have at least a Diploma/ Degree preferably in any related field
  • Minimum 2 years of experience in managing service installers
  • Technology expertise would be an added advantage
  • Good with details and processes & systems
  • Comfortable with intense operational works
  • Highly customer oriented
  • Comfortable with intense operational works
  • Customer Service role experience is an added advantage
  • Proactive with initiative and ability to throw proposal and have creative problem solving mind set
  • Ability to multi task and juggle with assignments with excellent time management
  • Excellent communication skills at all levels
  • For this role it is important for you to constantly have a customer mind set i.e. able to think and react in ways that will be beneficial or cause least disruption to our customers
  • You have an appreciation for good service level and customer experience, whilst having the ability to anticipate and mitigate problems
  • You have the mind set to take lead and deliver on mandate

What You Get:
  • Cool and innovation work environment
  • Work life balance and our working hours are flexible
  • We are too cool for ties. Smart casual is our game!
  • We care about you and your families health and wellbeing
  • Learning and growth opportunity
  • We have an indoor slide and a cafe! How fun is that!
  • Free car park within company compound

.Only shortlisted candidates will be notified. So make your CV as fun and interesting as possible!

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