DESCRIPTION

We are looking for a talented Service Advisor to join our team specializing in Customer Relations and Service Operations for our Malaysia, Selangor Branch.

In this role, you will make an impact in the following ways:

• Serve as the primary point of contact for customers, building positive relationships and ensuring high-quality service both over the phone and in-person.
• Develop and manage complex work orders, including diagnostic plans, quotes, and repair schedules, in collaboration with the Service Supervisor or Team Lead.
• Provide timely updates and accurate information to customers regarding the status of their repair work, ensuring a smooth and transparent process.
• Handle customer concerns related to warranties, explain charges clearly, and resolve any issues to maintain customer satisfaction.
• Monitor and analyze key performance metrics such as labor productivity and customer satisfaction to improve workshop performance.
• Utilize financial acumen to make informed business decisions and effectively communicate and address customer needs.

• Technical trade school/vocational diploma or certification or equivalent experience required. Licensing for compliance with export controls or sanctions regulations may be necessary.
• Significant knowledge gained through specialized training or relevant experience. Experience in heavy industries is preferred but not required.
• Strong skills in customer communication and relationship building, with a focus on delivering customer-centric solutions.
• Ability to diagnose and troubleshoot technical issues using various service tools and systems, ensuring accurate and timely repair resolutions.

• High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.This position may require licensing for compliance with export controls or sanctions regulations
• Requires significant previous relevant work experience; prior technical experience and/ or customer service experience is preferred
• Heavy Industries Experience Preferred but not necessary
• Analyzes customer needs, gathers pertinent information, and opens work orders; provides quotes, develops claims, prepares repair plans, schedules work, and provides status updates to customers on repair work