Job Description

GENERAL JOB SCOPE

The Technician Administrator plays a vital role in supporting the day-to-day operations of the Service Department by coordinating service schedules, monitoring field technicians' activities, managing service documentation, and maintaining operational records. 

This position is responsible for ensuring service requests are attended to within the stipulated timelines, supporting customer satisfaction initiatives, facilitating claims administration, and preparing reports to support management decision-making. The role requires strong organizational skills, attention to detail, and the ability to effectively coordinate with technicians, customers, and internal stakeholders to achieve service excellence.

DUTIES & RESPONSIBILITIES

1. Service Monitoring and Technician Administration

• Monitor and evaluate PM calls and Fresh calls on a weekly basis against defined KPIs to ensure timely response, proper execution, and compliance with service standards.
• Blast the PM calls and Fresh calls report to Service team's whatsapp group on every next working Monday.
• Monitor Field Technicians’ work schedules, job progress, attendance, and service completion status to ensure operational efficiency and service quality.
• Ensure Fresh Calls are attended within the stipulated response times:
• Calls received before 12:00 PM to be attended on the same working day.
• Calls received after 12:00 PM to be attended on the next working day.
• Follow up with Service Team Leader on pending jobs, overdue service requests, and incomplete work orders to minimize service delays and repeat calls.
• Monitor the progress of Preventive Maintenance (PM) activities and update technicians assigned service areas periodically to ensure full area coverage and timely completion of all PM schedules before the monthly deadline.
• Perform periodic data cleansing and update technicians’ service coverage areas, including terminated, relocated, and newly assigned customer accounts, to ensure accurate service allocation and operational efficiency.
• Scan, organize, and maintain technicians’ daily job sheets and supporting documents for proper documentation and record retention.
• Provide administrative support to technicians whenever required (e.g claim forms request).

2. Monthly Meeting Coordination

• Prepare presentation slides and report for Service Team’s monthly performance meeting and coordinate the meetings with technicians to evaluate performance, address operational issues, and identify improvement opportunities.
• Monitor service response performance and ensure compliance with service KPIs and customer service requirements.

3. Reporting, Claims & Documentation

• To monitor and validate service department job completion by monthly to ensure accurate, complete, and timely claim submission in accordance with claim requirements.
• Prepare and update daily service reports, including call volume, service categories, technician assignments, and job status.
• Compile, analyse, and maintain service data for monthly management reporting and operational review.
• Monitor and validate completed service jobs to ensure accurate, complete, and timely claims submissions in accordance with company requirements.
• Maintain accurate records, service documentation, and filing systems for reporting, audit, and reference purposes.
• Process weekly spare parts claim entries in the OBM system and maintain accurate invoice records in the designated Excel worksheet for tracking and reconciliation purposes.
• Manage the cannibalization of used spare parts by recording details in the designated excel tracking sheet and obtaining the corresponding pricing information from the Internal Service Department.
• Maintain and update the machine listing database (for end users, dealer Plotech and Woon Copier), generate relevant reports, and submit them to the Technical Training Assistant Manager for review and reference.

4. Administrative & Customer Related Support

• Update and maintain dealer and OBC customer records in the designated OBC Excel database.
• Update and maintain order processing records in the Kintone system for machine exchanges, upgrades, new customer installations, and IWB requests.
• Perform general administrative duties including filing, data entry, document preparation, scanning, photocopying, and record management.
• Perform any other ad-hoc duties and responsibilities assigned by Management from time to time.

Job Requirements

  Knowledge, Skills & Experience:

• Min. Diploma holder in Business Administration or relevant field.
• A minimum of 2 years of proven experience in an administration position.
• Proficiency in Microsoft Office software.
• Excellent written and verbal Communication Skills
• Excellent presentation skills.
• Equipped with Analytical Capability and good Problem- Solving skills.
• Good Reporting skills, managing processes & organization skills.

Person Specification:

• Meticulous and with great attention to detail. 
• Demonstrate a good working attitude and interpersonal skills.
• Self-awareness, self-discipline & Confident person.
• Self-Motivated & Capability to handle tasks independently.

Skills