POSITION SUMMARY

Responsible for providing general engineering enquiry or engineering assistance to all customers either visiting the Engineering Control Room (ECR) or call in to the Service Help lines. Coordinate with operation teams with an efficient help desk facility in order to provide an effective engineering support and assistance to all other operating departments for both internal and external customers. Familiar with Computerised Maintenance Management System (CMMS) ‘Maximo’ , Building Management System (BMS) functionality and interface to other systems ( HotSOS, SAP and Mizzisoft) to support the 24/7 operation.



PRIMARY RESPONSIBILITES

1. Organise engineering support, assistance and deal with all queries. Ensure proper handling of work requests through phone call or CMMS Maximo.
2. Implement and monitor a status chasing system on each call ensuring that the call has been actioned within a specified time limit of the category priority (SLA) and follow up work to ensure completion of action taken by using the designated CMMS Maximo.
3. Undertake day to day administration in association with the help desk facility; assist in auditing of systems for which you are responsible.
4. Assist in report scheduling/generation and gather data for analytic purpose. Produce trend analysis and labour utilization reports on a monthly basis. Responsible for the update of Labour, Failure Code, Location and Asset table to support the operational needs.
5. Support Maximo workflow and ensure the completion of the work order lifecycle.
6. Assist trades to input quick reporting, configure Preventative Maintenance (PM) data and schedule recurring task.
7. Provide training to trades/BU on Maximo functionality.
8. Assist in deployment of new Maximo features and involve in the System Development Life Cycle (SDLC) tasks such as User Acceptance Testing (UAT).
9. Use Maximo off-line operation tool (MS Access) to ensure business continuity during system downtime.


REQUIREMENTS

1. Preferably with working experience as service supports, sales support or from any customer service and support related industry.
2. Fresh graduates are also welcome if you have attitude towards service excellence.
3. Good command of written and spoken English, Mandarin and Cantonese.
4. Good telephone manner and customer service focus.
5. Good interpersonal skills, independent and able to work with minimal supervision.
6. Good computer skills and MS Office applications.
7. Must have excellent interpersonal skills to deal effectively with all incoming calls.
8. Prepare to work on shift and irregularity hours including weekends, public holidays etc.
9. Able to work under pressure and ambiguity.