Service Executive

We're making every move count

As a Service Executive, you will be responsible for coordinating, supporting, and monitoring service activities to ensure timely and high-quality service delivery to Kalmar's customers. This includes managing service orders, supporting field teams, and ensuring a seamless customer experience from request to resolution.

This role is critical in bridging technical service delivery with administrative accuracy, while upholding Kalmar's core behaviors and commitment to safety, service excellence, and customer satisfaction.

Primary Job: Manage, coordinate and support daily service operation, ensuring proper documentation of Service operations, including job sites and workshop.

Secondary Job: Finance reporting related to service operation.

Key tasks:

⦁ Coordinate and schedule service and maintenance jobs in collaboration with field service technicians and customers as well as inter department within the company.

⦁ Act as a primary point of contact for service requests, job updates, and customer inquiries.

⦁ Support service supervisors & technicians in daily operational matters related to their customers.

⦁ Support overall relationship with internal/ external customers that lead to constructive and profitable business partnerships through best in class operational performance.

⦁ Open, manage, and close work orders in the service management system (e.g., SAP, Salesforce) and data analytics with Qlik Sense.

⦁ Ensure timely and accurate documentation of service jobs, including reports, parts usage, and time tracking, including billing.

⦁ Communicate with customers regarding job status, delays, or required follow-up actions. Attend to customer queries, complaints/feedback pertaining to services, if required

⦁ Support inventory and parts coordination related to service jobs.

⦁ Monitor service KPIs such as response time, completion rates, and customer satisfaction, technician utilization, etc)

⦁ Assist in preparing service quotes, job costing, and invoicing support.

⦁ Promote and reinforce safety procedures and ensure compliance with Kalmar's HSE standards. Deploy a proactive safety culture of zero incidents while promoting and ensuring the completion of safety trainings and programs.

⦁ Collaborate with Service Managers and Technicians to improve service delivery processes.­­­­­

⦁ Develop and optimize service operations on both field and workshop to ensure the lead time, quality and efficiency

⦁ Measure, communicate and improve key performance indicators, support continuous improvement and best practice share activities.

⦁ Interact with other functions to setup and optimize the cross functional operational processes.

⦁ Develop and optimize service on both field and workshop to ensure the process standardization, quality and efficiency.

⦁ Provide administrative support for Service Technicians' staff claims and any ad hoc documents.

⦁ Support warranty and claim handling as required.

Requirements:

Education:

⦁ Degree or diploma in Engineering, Business Administration, Logistics, or a related field

Experience:

⦁ 1–3 years of experience in a customer service, operations, or technical coordination role — ideally in industrial services, logistics, or heavy equipment

Skill Requirements:

⦁ We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.

⦁ Familiarity with service management or ERP systems (e.g., SAP, Salesforce), data analytics Qlik Sense is an advantage.

⦁ Basic technical understanding of mechanical/electrical equipment is a plus.

⦁ Working knowledge of MS Office (Excel, Word, and Outlook).

Skills & Competencies:

⦁ Self-motivated and seeking high standards

⦁ Resourcefulness and implementation of action skills

⦁ Excellent communication and organizational skills.

⦁ Strong customer service orientation and ability to manage multiple tasks simultaneously.

⦁ Open-minded person with the ability to work within an international team and cross-cultural environment

⦁ Attention to detail and ability to work both independently and within a team.

Interested to join?

If you are excited about this opportunity, click Apply and submit your application and CV.