Specialist – Service Delivery Coordinator - ANZ

Scicom (MSC) Berhad; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading service management company in Petaling Jaya is looking for an experienced Vendor Management Specialist to monitor service activities and support performance improvement initiatives. The role involves preparing analytical reports, managing escalations, and conducting vendor training. Ideal candidates will have 3-5 years of experience in vendor management, strong data analysis skills in Excel, and excellent communication abilities. The position offers an attractive salary package and benefits, including annual leave and medical coverage.

Benefits

Attractive Salary (RM4,500 – RM6,000)

Performance related bonus

Annual Leave 15 days

Medical Leave 14 days

Medical and hospitalization coverage

Qualifications

• 3-5 years of direct experience on Vendor Management.
• Knowledge in PC technology and common Windows applications.
• Strong skill in using Excel for data analysis.

Responsibilities

• Monitor and track field service activities including customer feedback.
• Support SDM in analyzing incidents and performance issues.
• Prepare regular reporting for service reviews.

Skills

Vendor Management

Excel Pivot Table

Data Analysis

Problem-Solving

Interpersonal Skills

Communication Skills

Tools

SQL

Qlik Sense

Power BI

MS Access

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.
• A Job Experience Background – choose one of the following:
  • 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.