Field Service Business Support
Your Role :
This is a crucial role in our Life Science Process Solutions commercial organization and directly reporting to the Head of Field Service APAC.
You will drive field service operation management and coordination initiatives and projects across the regions. This includes implementing, tracking status and reporting of key KPI’s for Field Service operation and managing resources assignment to large investment projects.
Drive, plan and direct resources / spare parts for incoming hardware services request.
Manage and support subcontractor activities across the regions and ensuring subcontractors conform to the provisions of the contract / agreement.
Gather and evaluate customer job satisfaction, complaints and follow up on non-conformities for after service visits.
Generate and track monthly report for operation’s KPI and evaluate relevant data with an analytical mindset.
Utilizes customer database to identify trends and potential upselling of PM and service agreement.
Engage and work closely with stakeholders across the business including local and regional colleagues as well as external business partners and stakeholders.
Manage enquiries from group mailbox, create WO in ServiceMax and assign job to engineers, ensure all customer interaction are recorded and updated.
Timely close completed activities in ServiceMax.
Monitor outstanding activities and follow up all reschedules jobs till completion.
Work closely with Field Service Engineers by providing support to quotation request and ensuring billing is posted for all completed jobs.
Maintain customer equipment installation base and track next servicing due date.
Host regular conference call with subcontractors and internal engineers.
Minimum travelling is required
Who You Are :
Degree / Diploma in Business, Engineering or relevant discipline
2-4 years of field service coordination experience in Pharmaceutical / Biotechnology / Biomedical industry is desirable but not mandatory
Excellent people coordination and management skills
Customer Centric with a strong focus on results and numbers.
Strong analytical capabilities and ability to interface at all levels within an Organization for both internal and external Customers
Ability to derive business insights and recommendations from raw data
Organized, strong ability to multi-task, flexible in a changing environment.
Highly motivated, self-direct and able to work independently.
Knowledge and relevant SFDC ServiceMax experience will be advantageous.
Job Requisition ID : 205401
Location : Singapore
Career Level : D - Professional (4-9 years)
Working time model : full-time
The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law.
This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment.
Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately.
The Company will not retaliate against any individual because they made a good faith report of discrimination.
North America Disclosure
The Company is committed to accessibility in its workplaces, including during the job application process. Applicants who may require accommodation during the application process should speak with our HR Services team at 855 444 5678 from 8 : 00am to 5 : 30pm ET Monday through Friday.
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