Specialist – Service Delivery Coordinator - ANZ

Scicom MSC Berhad; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A technology services company in Kuala Lumpur seeks a candidate with 3-5 years experience in Vendor Management. Responsibilities include monitoring service activities and preparing reports. Strong skills in Excel and communication are required, along with an ability to prioritize in a dynamic environment. The candidate will manage vendor relationships and conduct training. Salary ranges from RM4,500 to RM6,000, along with bonuses and benefits.

Benefits

Attractive Salary

Performance related bonus

Annual Leave 15 days

Medical Leave 14 days

Medical and hospitalization coverage

Qualifications

• 3-5 years of direct experience in Vendor Management.
• Knowledge in PC technology and MS Windows.
• Fluent in English (Reading, Writing, & Speaking).

Responsibilities

• Monitor and track field service activities.
• Support Service Delivery Manager in analyzing incidents.
• Prepare regular reporting and analysis for reviews.
• Manage and track escalations from vendors.
• Conduct vendor training for new vendors.

Skills

Vendor Management

Excel Pivot Table

Data Analysis

SQL

Communication Skills

Tools

MS Windows

Power BI

Qlik Sense

Job description

Responsibilities of the Role:

• Monitor and track field service activities end to end including turnaround time, parts request, parts usage, repeated repair, onsite scheduling, customer feedback and process compliance. May require to make outbound calls to customer when needed to validate the info provided by vendors.
• Support Service Delivery Manager (SDM) in analyzing root cause for exceptional incidents and performance issues, define corresponding action and executing and tracking actions to drive for performance improvement.
• Prepare regular reporting and analysis (daily, weekly and monthly) for Service Delivery Manager’s review and for vendor’s action. (e.g., Open Cases Report, Field Service Performance Analysis, Customer Satisfaction Survey Analysis, Unusual activities report, vendor compliance report, etc.).
• Manage and track escalations from Field Service vendors or escalations from other parties related to Field Service.
• Hold regular meetings with vendors for business reviews, forums and ad hoc discussions.
• Conduct vendor training for new vendors.

Requirements for the Role:

• Minimum 3-5 years of direct experience on Vendor Management.
• Knowledge in PC technology, MS Windows and common applications in Windows.
• Strong proven skill in using Excel Pivot Table and Excel formulas for data analysis. Knowledge of SQL, MS Access, Qlik Sense and Power BI is an advantage.
• Logical thinker, fast learner, good analytical and problem-solving skills.
• Able to organize and prioritize in a fast paced, dynamic work environment.
• Interpersonal savvy and proactive.
• Able to work in a TEAM environment and willing to contribute to achieve company’s objective.
• With either one job experience below:
• Technical support
• Case management
• Excellent interpersonal and communications skills.
• Excellent and effective communication skills at all levels - written and verbal.
• Must be fluent in English (R,W&S).

The Package:

• Attractive Salary (RM4,500 – RM6,000).
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.
• Working Location: Damansara Uptown.