Key Responsibilities

Customer Engagement & Documentation:

• Record and track customer complaints and service requests with accuracy and professionalism.
• Prepare and share estimates/quotations, ensuring timely communication and approvals.
• Manage repair orders from initiation to closure, ensuring proper documentation and smooth handover to accounts.

Service Agreements & Preventive Maintenance:

• Draft and renew Service Level Agreements (SLAs) in line with customer needs.
• Ensure preventive maintenance schedules are adhered to, reducing downtime and enhancing customer satisfaction.

Reporting & Compliance:

• Maintain Work in Progress and Prospect Reports to support management decision-making.
• Participate actively in safety meetings, training, and emergency response systems.
• Ensure compliance with company policies, safety standards, and customer service protocols.

Key Requirements

• Minimum of a Bachelor’s Degree in Mechanical or Electrical Engineering or related disciplines
• Minimum of 3 years’ experience in customer service or technical support within cooling systems or related fields.
• Strong technical knowledge of cooling products and ability to interpret mechanical/electrical drawings.
• Excellent communication skills (verbal and written) and stakeholder management ability.
• Proven track record of problem-solving and delivering customer satisfaction.

Skills and Competencies:

• Technical expertise in cooling systems.
• Environmental and safety awareness.
• Strong organizational and documentation skills.
• Customer relationship management.
• Problem-solving and initiative.
• Professionalism and attention to detail.