Customer Support Specialist

Job Summary 

• Support service parts inventory management 

• Coordinate fulfilment of parts distributors’ orders 

• Support tech team and service partners on spare parts related matters 

• Processing returned defective parts and DOA main units 

• Processing defective consumable claims 

Key Accountabilities 

• Supporting Service Parts Inventory Management 

➢ Maintain balanced inventory consistent with service requirement and targets. 

➢ Support inventory forecast and ordering. 

➢ Ensure timely parts stock-up for new models via recommendation from technical team/Regional HQ. 

➢ Communicate with Regional HQ, Partners and Supply Chain on parts related matters. 

➢ Update and maintain spare parts pricing in SAP and SPI website in accordance to price setting mechanism. ➢ Prepare performance and inventory reports for timely submission. 

➢ Review and proposed parts write-off based on policy defined criteria • Coordinate Fulfilment of Parts Distributors’ Orders 

➢ Process orders from Parts Distributors. 

➢ Obtain Parts Distributors forecast monthly. 

➢ Provide monthly updates to Parts Distributors on new parts info and price changes, if any. 

➢ Report Parts Distributors sales monthly. 

➢ Follow-up on overdue payments. 

• Support Tech Team and Service Partners on Spare Parts Related Matters 

➢ Process spare parts warranty claims (in-warranty & over-warranty). 

➢ Provide weekly ETA update on spart parts shortage. 

➢ Support queries raised pertaining to parts (courier, shortage, changes in SKU, etc) 

• Processing Returned Defective Parts and Main Units 

➢ Coordinate the monthly reverse-logistics of defective parts from Service Partners. 

➢ Coordinate physical verification of returned defective parts and main units @ warehouse. 

➢ Write-off returned defective main units from SAP system monthly. 

• Processing of Defective Consumable Claims 

➢ Conduct tests and physical checks on consumables. 

➢ Ensure warranty claim submissions for consumables meet criteria before submission. 

➢ Process all consumable warranty claims promptly. 

➢ Coordinate with dealers and customers for the collection of consumables. 

➢ Responsible for proper storage and disposal of faulty consumables. 

Key Job Requirements 

• Job / Skills Competencies 

➢ Excellent English verbal and written communication skills. 

➢ Good data analysis and visualization capability. 

➢ Proficient in spreadsheet applications. 

➢ Organized and meticulous in dealing with large data sets. 

• Critical Work Experience 

➢ Experienced in parts management and forecasting, particularly in small item SKUs. 

➢ Skilled in communication with suppliers, partners, and customers. 

➢ Proficient in data collection and analysis to solve problems and enhance support.