Service Executive

JEBSEN & JESSEN MALAYSIA SDN. BHD.; Shah Alam; On-site; MYR 48,000 - 60,000; Full time

Job summary

JEBSEN & JESSEN MALAYSIA SDN. BHD. seeks a Service Executive to handle administration and coordination for the after-sales function. You will manage quotations, follow-ups, renewals, work permits, and tender preparation while being the first contact for customer enquiries.

The role focuses on standardizing documentation, building an archive system, and improving processes so engineers and the Service Sales Manager can focus on delivery and business development.

Qualifications

• Minimum a certificate in Business Administration, Office Management, or a related field.
• 2–3 years in an administrative, coordination, or documentation-control role — ideally in after-sales service, technical support, engineering services, or contract/tender administration.
• Exposure to service/CRM systems (SAP C4C or similar) and vendor registration portals is an advantage.
• Strong written communication for quotations, contracts, and formal correspondence.
• Confident, professional phone and email manner for customer-facing enquiries.
• High attention to detail — contract terms, renewal deadlines, compliance approvals.
• Able to coordinate multiple stakeholders (engineers, sales, technicians, cross-functional departments) and keep work-in-progress items moving without close supervision.
• Process-improvement mindset — comfortable identifying repetition and building standardized templates/archives.

Responsibilities

• Route inquiries (calls, emails, texts) on after-sales matters to the right service engineer or Service Sales Manager and track them to response.
• Clarify JHA, work permit, HIRARC, and method statement details with customers for service support.
• Relay customer feedback, complaints, and suggestions to relevant departments for corrective action.
• Act as the central coordination point for all service documentation — quotations, contracts, tenders, audit inputs.
• Manage and track service WIP (maintenance, repairs, parts, scheduling) with monthly follow-ups with service engineers.
• Monitor inventory levels and raise requisitions as needed.
• Prepare JHA, HIRARC, PTW, MOS documentation and secure approvals before work begins.
• Manage service vehicle admin: insurance renewal, Puspakom inspection scheduling, road tax renewal, PM reminders.
• Liaise with Project, Sales, Supply Chain, and Finance to keep document flow moving.
• Standardize and archive recurring service documents for long-term use.

Skills

Administrative coordination

Customer communications

Process improvement

Education

Certificate in Business Administration / Office Management

Tools

SAP C4C

Job description

The Service Executive is the administrative and coordination backbone of the after-sales service function, taking documentation and enquiry-handling off the plates of service engineers and the Service Sales Manager. The role owns service quotations, C4C follow-up, contract extensions/renewals, work permits, and tender preparation, while also acting as the first point of contact for customer enquiries — freeing the technical and sales team to focus on delivery and business development. A second, ongoing mandate is process improvement: standardizing recurring documents and building a proper archive/repository so documentation doesn't rely on tribal knowledge.

Key responsibilities

Route incoming calls, emails, and text enquiries on after-sales matters to the right service engineer or the Service Sales Manager, and track them through to a response

Support service team leaders and technicians by clarifying JHA, work permit, HIRARC, and method statement details with customers as needed

Relay customer feedback, complaints, and suggestions to the relevant departments for corrective action

Act as the central coordination point for all service documentation — quotations, contracts, tenders, audit report inputs

Manage and track service WIP (preventive maintenance, repairs, parts handling, technician scheduling), with monthly follow-up reviews with service engineers

Monitor inventory levels and raise requisitions as needed

Prepare JHA, HIRARC, PTW, and MOS documentation for technicians and confirm all approvals are secured before work begins

Manage service vehicle admin: insurance renewal, Puspakom inspection scheduling, road tax renewal, and PM service reminders/appointments; keep records current

Liaise with Project, Sales, Supply Chain, and Finance to keep document flow moving

Standardize and archive recurring service documents for long-term, repeatable use

About you

Minimum a certificate in Business Administration, Office Management, or a related field

2–3 years in an administrative, coordination, or documentation-control role — ideally in after-sales service, technical support, engineering services, or contract/tender administration

Exposure to service/CRM systems (SAP C4C or similar) and vendor registration portals is an advantage

Strong written communication for quotations, contracts, and formal correspondence

Confident, professional phone and email manner for customer-facing enquiries

High attention to detail — contract terms, renewal deadlines, compliance approvals

Able to coordinate multiple stakeholders (engineers, sales, technicians, cross-functional departments) and keep work-in-progress items moving without close supervision

Process-improvement mindset — comfortable identifying repetition and building standardized templates/archives

At Jebsen & Jessen Group, we believe in adding purpose to what we do with our customers, employees, communities and environment. Founded on the corporate values of Trust, Prudence, Entrepreneurship, Commitment and Partnership, we are a diversified industrial conglomerate for manufacturing, engineering, mining and distribution activities, with a global presence across over 15 countries. Our people drive our success. We offer growth opportunities, comprehensive rewards and a workplace designed to support your well-being and development. As an ACCA Global Approved Employer and a Great Place to Work certified organisation, we build an environment where you can build a rewarding career.