Service Coordination Specialist: Field & Customer Success

DIRECT SEARCH ASIA PTE. LTD.; Singapore; On-site; SGD 36,000 - 58,000; Full time

Job summary

DIRECT SEARCH ASIA PTE. LTD. in Singapore is seeking a Service Coordinator to handle customer inquiries, coordinate service projects, and ensure timely delivery of documentation and reports. The role involves liaison with engineers, sub-contractors, and customers to uphold service quality.

The ideal candidate will manage quotations, scheduling, and purchase orders while maintaining accurate service records and supporting audits. This is a full-time on-site role based in Singapore.

Responsibilities

• Attend to customers enquires / complaints through phone / email / fax and ensure that necessary actions are taken and followed through.
• Receive, prepare, and generate quotation / charges for customers, Job Order Processing (JOP).
• Schedule and prioritize service request from customers.
• Liaise and coordinate with field service engineers, sub-contractors, customers, and other related authorities / parties to ensure service are completed within agreed timeline and to customer's satisfaction.
• Keep and track service history and follow up with customer account to confirm satisfaction.
• Maintain accurate service records, including service reports upon completion, customer feedback, and ensure they are well documented and uploaded to the system.
• Provide regular customer account updates and reports to the Service Manager, Assistant Service Manager or Lead Coordinator.
• Monitor recurring issues, complaints, and propose process improvement to enhance service quality.
• Identify opportunities for additional service offering, follow-up services, regular services, equipment upgrade based on customer needs.
• Ensure high level of customer satisfaction through proactive service planning and communication.
• Support customer audits, inspections and provide supporting document when necessary.
• Prepare service request form / purchase order for vendors / sub-contractors.
• Prepare shipping form for delivery of items.
• Reservations and bookings of air tickets.
• Prepare and draw materials / parts for subcontractor or Technician / Engineer.
• Raise purchase requisition to obtain accessories, installation materials or parts which are required in the project / service jobs.
• Ensure all work schedule records, filing systems and documentations are kept in order.
• Coordinate and maintain schedules for projects and service works for all the service personnel.
• Handle all equipment warranty claims.
• Perform other ad-hoc duties as assigned by the Manager.

Job description

DIRECT SEARCH ASIA PTE. LTD. in Singapore is seeking a Service Coordinator to handle customer inquiries, coordinate service projects, and ensure timely delivery of documentation and reports. The role involves liaison with engineers, sub-contractors, and customers to uphold service quality.

The ideal candidate will manage quotations, scheduling, and purchase orders while maintaining accurate service records and supporting audits. This is a full-time on-site role based in Singapore.