Customer Service Support Executive

SANOVO TECHNOLOGY A/S

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• Deadline As soon as possible
• Location Level 32-2, Menara Mudajaya 47810 Petaling Jaya, Selangor Darul Ehsan Malaysia
• Contact Carmen Soo Human Resource & Admin Executive [Confidential Information]
  
  

Customer Service Support Executive

About The Role

To provide effective commercial and operational support to the Service Department by managing customer enquiries, preparing spare parts and service quotations, processing orders, coordinating delivery and service execution, and ensuring timely invoicing. The role acts as a key link between customers, service engineers, sales/project teams and intercompany colleagues to ensure a smooth and efficient service process from enquiry through to order completion.

The position requires a combination of customer service capability, commercial acumen, technical understanding and strong coordination skills to maximize service revenue while delivering a high level of customer satisfaction.

Key Responsibilities

• Customer Enquiry Management
• Attend to customer enquiries for spare parts, service requirements, technical support and related service requests in a timely and professional manner.
• Understand customer requirements and coordinate internally to obtain the necessary technical and commercial information.
• Maintain clear and proactive communication with customers throughout the enquiry and order process.
• Spare Parts & Service Quotation
• Prepare accurate and competitive quotations for spare parts, field services, repairs, maintenance and other service activities.
• Review customer requirements, equipment information, historical transactions and technical details to ensure quotation accuracy.
• Work closely with service engineers and technical teams when technical clarification is required.
• Follow up quotations proactively to improve quotation conversion and capture additional service opportunities.
• Order Processing & Fulfilment
• Process customer purchase orders accurately and ensure alignment with the approved quotation.
• Coordinate spare parts availability, procurement, logistics and delivery arrangements.
• Coordinate with service engineers to arrange manpower, scheduling and required resources for service execution.
• Monitor open orders and proactively follow up outstanding actions until completion.
• Service Execution Coordination
• Act as the coordination point between customers and service engineers for service activities.
• Ensure required information, documentation, spare parts and resources are available before service execution.
• Track service completion and ensure necessary service reports and supporting documents are received for order closure.
• Invoicing & Order Closure
• Coordinate with finance and relevant internal teams to ensure timely and accurate invoicing.
• Verify that service reports, delivery documents, purchase orders and other supporting documentation are complete before invoicing.
• Monitor outstanding orders and ensure timely closure to avoid revenue leakage or delayed billing.
• Technical Knowledge Development
• Develop sufficient technical knowledge of the company's machinery, spare parts, service offerings and applications to prepare accurate quotations independently.
• Understand equipment configurations, spare parts identification and common service requirements.
• Continuously improve technical knowledge through interaction with service engineers, product specialists and training.
• Internal Stakeholder Coordination
• Work closely with service engineers, sales and project teams to ensure seamless customer support.
• Coordinate with intercompany colleagues regarding spare parts availability, pricing, technical information, logistics and order fulfilment.
• Ensure timely escalation of technical, commercial or operational issues that may affect customer satisfaction or revenue.
• Customer Relationship Management
• Maintain professional and responsive relationships with customers.
• Understand customer priorities and provide timely updates on quotation status, order processing, delivery and service execution.
• Handle customer complaints and issues professionally and coordinate appropriate corrective actions.
  
  

Education & Experience

• Diploma or Degree in Engineering, Business Administration, Supply Chain, Sales & Marketing or a related background.
• At least 3 years of relevant experience in service support, technical sales support, spare parts, aftermarket, customer service or order management, preferably within an industrial machinery, automation, manufacturing or engineering environment.
• Candidates with strong technical knowledge and customer service experience but without a formal engineering qualification may also be considered.
• Experience in spare parts identification, service quotation, order processing and customer coordination is highly advantageous.
• Experience working with ERP systems (Microsoft D365 Finance & Operation), CRM systems or quotation/order management platforms is preferred.
  
  

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