• Job Purpose

Biosearch Technologies™ provides products and services for genomic analysis that support mission critical applications for global customers in agrigenomics and human healthcare. The portfolio offers integrated tools and technologies to accelerate sample preparation, amplification, cloning and expression, next generation sequencing (NGS), custom oligonucleotide synthesis, nucleic acid chemistry reagents, and oligo therapeutics. Biosearch Technologies is currently recruiting for a field service engineer II to join us in providing front-line technical support to our repertoire of genomics platform and consumables as described above.

With a focus on always putting customers first, our Field Service Engineer is expected to work closely with our regional customer base to ensure maximum equipment uptime, software optimal utilization, training and troubleshooting functions. 

Field Service Engineer is expected to be a role model and poise to mentor and develop junior service engineers on the day-to-day activities, coaching sessions and able to report and assign task to juniors and self and provide reports back to global service leads.

Key Responsibilities

• Build strong service support rapport with regional key account customers in APAC.
• Site Preparation; instrument Installations; training; troubleshooting, preventative maintenance as core task
• Facilitating service contract proposals and tracking as and when required.
• Function as an integral part of a wider global support team to offer “In Time zone 24/7” emergency service support call and troubleshooting assistance as and when assigned with urgent breakdown call with overnight travel either regionally or globally.    
• Train and support customer in the application of “SFDC sales force” CRM platform as a service case tool to record and track service cases
• Support the generation of training aids and technical documentations as required
• Provide timely and concise Pre/Post trip reports and SFDC updates to maintain proper customer CRM records
• Work closely with the commercial and customer service team to ensure prompt and responsive customer support in building strong customer allegiance for the LGC, D&G branding.
• After normal office hours on-call support assignments (global support rotation) as part of a global technical support framework.
• Involving in engineering project, product management request for technical feedback/support
• The individual will be responsible for instrument commissioning, training, test and repair of equipment, and preventative maintenance.
• Expected to mentor junior field service engineers in problem resolution.
• Seeks continuous improvement processes to optimize technical support to our customers in the region.
• This position is responsible to effectively communicate instrument status, issues, and customer complaints and needs to appropriate managers and internal resources.  Will be responsible to proactively take ownership and follow-through with generated issues or complaints reported from themselves, as assigned, or from junior service engineers.
• Responds with flexibility and collaboration to the needs of the business – both internally and externally – by addressing important corporate initiatives when requested by management.
• Ability to handle clients, distributors professionally during all interface and maintain a positive company images
• The motivation to learn and constantly improve processes and tools
• Adhere to company safety standards and promote safety culture throughout the company
• Any other ad-hoc projects and duties as required by the management

Responsibilities

• Customer service and relations is the primary contact for shoppers as soon as they step into the mall
• Handles all customers enquiries/complaints and passing them on to the appropriate department.
• Knowledgeable of mall’s services, facilities, stores / locations, promotional activities.
• Taking information from customers (eg. Filling up the log book for complaints, lost & found etc) and entering it in a database (where available)
• Making sure that the customer's experience is a positive one.
• Establish and maintain good relations with Retailers as well as entertain any complaints and passing them to the relevant departments
• Information dissemination to relevant departments on complaints and monitoring/follow-up of response/resolution of problems by departments.
• Facilitating customers with special needs.
• Assist Marketing & Leasing Department on promotions/events/launches/functions etc.
• Assist Marketing & Leasing Department and monitor promotions/events set-up and dismantling
• Assist Marketing & Leasing Department on conducting interviews with shoppers
• Assist Management to distribute circulars to tenants
• To carry out other duties and responsibilities which may be assigned by the superior from time to time.

Requirements

• Minimum SPM and preferably with related Diploma in Business/ Economics/ Communication/ Marketing or equivalent
• Minimum two (2) years’ experience in related field or Customer Service
• Good communication skills in English and Bahasa Malaysia
• Computer literate and proficient in Microsoft Office
• Ability to work under pressure and meet deadlines.
• Able to work on shifts, weekends and during night or early morning set-up for promotion space vendors, event organizers and VMD work (as and when required)
• Applicants must be willing to work in M3 Mall

KEY RESPONSIBILITIES

EXPECTED OUTCOME

3.1 Process Optimization

• Design, develop, and improve production processes to increase efficiency, reduce waste, and optimize resource utilization (Man, Method, Materials, Machine & Environment).

3.2 Quality Control

• Ensure that production processes meet quality standards and that any deviations are identified and corrected promptly.

3.3 Production Planning

• Assist in planning and scheduling production activities, ensuring that production targets are met in a timely and cost-effective manner.

3.4 Data Analysis

• Collect and analyze production data to track key performance indicators (KPIs), identify areas for improvement, and report on production performance.

3.5 Continuous Improvement

• Implement lean manufacturing principles and Six Sigma methodologies to streamline processes and reduce operational costs.

3.6 Equipment Maintenance

• Coordinate with maintenance teams to ensure that machinery and equipment are properly maintained and repaired to minimizing downtime.

3.7 Collaboration

• Work with design, procurement, and other departments to ensure that production processes align with company goals and customer requirements.

3.8 Training

• Provide training and support to production team members on new equipment, processes, and safety protocols.

3.9 Safety & Health Compliance

• Ensure that all manufacturing activities are conducted in compliance with health and safety regulations. Implement safety measures to minimize risks to workers.

• Maintain and improve/automate/digitize as needed, the Quality Control Management System (QCMS) to manage product quality and conformance in accordance with JDE guidelines and product specifications.
• Ensure Food Safety of all manufactured products by implementing the relevant JDE and legal /certification requirements (e.g. HACCP and FSSC 22000) and by continuous verification of the compliance and effectiveness of installed systems.
• Provide expertise and timely support to all functions with regard to Quality, Product Safety and technical issues arising in Operations during day-to-day business.
• Lead /participate in continuous improvement initiatives against Quality KPI's (consumer, trade and/or customer complaints, Right First Time (RFT) and specification critical to quality product and process parameters).
• Lead corrective and preventive actions (CAPA) arising from different sources, such as
  • Consumer and customer complaints
  • deficiencies in product conformance (RFT)
  • audits
  • Quality Incidents
  • Implement Statistical Process Control where appropriate to improve compliance to specification measured by capability indices for critical to quality product and process parameters
  • Embed the use of problem-solving and progressive quality tools including root cause analysis (RCA), Kaizen, FMEA by providing training and evaluation of application
  • Participate in plant initiatives representing quality function to assure quality risk assessment and mitigation plans are considered to guarantee a successful start-up and transfer to operations. As part of the team manage the verification of quality KPIs for the project
  • Liaise effectively with external vendors as part of vendor management program with a focus on reducing vendor non-conformities which may impact manufacturing efficiency and waste
  • Check compliance to standards by regular GMP, HACCP, Halal and internal audits.
  • To lead the continuous improvement on GMP, sanitation and zoning. 
  • Support JDE internal and vendor management program as qualified auditor

  • Leadership: 

  • Support Manufacturing Operating System (MOS) activities to deliver Food Safety/Quality Culture engagement and ongoing improvements Verify implementation of actions including lessons learned from other manufacturing plants. Drive horizontal expansion of improvement ideas in the plant across lines and embed in OPLs or standards

Job Brief:

A highly motivated and customer-focused individual which responsible for answering incoming calls, responding to live chat inquiries and emails from customers, addressing their inquiries related to digital banking products and services, and providing excellent customer service.

Job Responsibilities:

1. Answering incoming calls, responding to live chat inquiries, and emails from customers related to digital banking products and services professionally and courteously.
2. Providing accurate information and resolving customer issues related to digital banking products and services.
3. Maintaining a high level of product knowledge to effectively support customer need
4. Ensuring timely and accurate documentation of all customer interactions in the company's CRM system.
5. To meet the Key Performance Indicator (KPI) monthly.
6. Collaborating with cross-functional teams to improve processes and customer experience.
7. Demonstrating empathy and understanding when dealing with customers.
8. Assisting customers with online banking, mobile banking, and other digital banking related inquiries.
9. Respond to customer inquiries via email in a timely and professional manner.

Job Requirements:

1. Possess a Diploma or Degree in related fields.
2. Minimum of 1-2 years of customer service experience in a contact center environment.
3. Have a minimum of 1 year of experience in the Financial Services industry (e.g., Banking or Insurance).
4. Excellent verbal and written communication skills in English is mandatory.
5. The ability to speak in Mandarin will be an added advantage.
6. Strong interpersonal skills and the ability to build rapport with customers.
7. Ability to work in a fast-paced environment and handle high call volumes, live chat inquiries, and emails.
8. Proficient in Microsoft Office and experience working with CRM systems.
9. Familiarity with digital banking products and services.
10. Ability to work flexible hours, including weekends (24/7)

• Overseeing the daily operations of the customer service team, ensuring KPI's and service standards are met.
• Supports the developmental needs of team and coaching, mentoring or craft, coach & deliver training programs.
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations & recognizes performance.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction to improve efficiency and enhance customer satisfaction.
• Resolve escalated issues promptly.
• Collaborate with sales, product & marketing departments to address customer feedback and improve processes.
• Prepare reports on team performance.
• Solicits employee feedback and reviews to identify and address employee problems or concerns.
• Assists as needed in the interviewing and hiring of employee team members.
• Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.

Job Description:

1.Manage and maintain corporate network (development/UAT, and Production) including ISP, Firewall, Switches, Routing, VPN Connection.

• Asset Inventor
• Escort ISP vendor, and client vendor in data centre.
• Configure firewalls: open port, configure routing, NATting.
• Configure switches: configure VLAN, configure LAG, configure ACL.
• Cabling: lay cable, crimp cable, test cable, trace cable.
• Create / Revoke VPN account.
• Configure IPSec VPN, SpeedFusion VPN Tunnel.
• Network troubleshooting: packet loss, connection timeout/refuse, no route to host, etc.
• Network troubleshooting tools: ping, telnet, traceroute, nslookup/dig, tcpdump, wireshark, etc.
• Network monitoring: SNMP, configure network monitoring.
• Network maintenance: upgrade, install and replace; midnight or during working hours.
• Network support: 24H support and rotation.

2.Manage corporate physical security including CCTV, Door Access. 

• Maintain and operate CCTV and Door Access. 
• Generate report and provide evidence. 

3.Responsible in assist BCP and DR activities. 

• Network support on mid-night or weekend. 
• Network troubleshooting. 

4.Responsible in assist deployment or go-live activities. 

• Network support on midnight or weekend. 
• Network troubleshooting. 

5.Responsible in managing SSL certificate. 

• Issuance and renewal. 
• 
  

6.Responsible in managing corporate general IT services. 

• DNS, Reverse Proxy, Anti-DDoS. 
• Email: Support, email delivery issue checking, and identify threats. 

7.Responsible in supporting corporate certification, compliances, audit, and due diligence. 

• PCI-DSS, PCI-3DS, PCI-PIN, ISO/IEC 27001, ISO 9001, SOC-2, BNM RMiT, audit and due diligence. 
• Collect and prepare evidence. 

8.Responsible in coordinate with application team. 

• Network connectivity and network troubleshooting. 

9.Professional Development:

• Engage in self-paced learning through relevant free courses to enhance competencies.
• Pursue industry certifications such as CCNA (exam fees will be covered by company upon successful completion).

Job Requirement:

• Fresh graduate, or less than 2 years' experience in software development, computer networking, or relevant fields.
• Diploma or higher education in Computer Science, Software Development, Software Engineering, Computer Networking.

The Project Engineer manages engineering projects feasibility to commissioning, development and execution at the Plant, providing technical expertise and ensuring know how transfer to manufacturing in order to sustain competitive advantage for the company aligned with the JDE guidelines and in line with agreed strategic plans, capital investments and technical programs.

The Project Engineer supports the delivery of the key plant results (Compelling Business Need - CBN), such as zero safety accidents, zero quality losses, cost savings, efficiency improvement, 100% Customer Service Level and 100% engagement using the Manufacturing Operating System - MOS program as an enabler.

The Project Engineer does this through agile and flawless project management and execution of varied projects across the manufacturing operation with local and global stakeholders, through any of the phases from concept to commissioning ensuring a Vertical Start Up.

Accountable for project delivery, quality, safety and cost either as a lead engineer or as support engineer for Engineering team within Plant.

Safety Health Environment:

• Drives Safety Health and Environment culture through role modelling behaviors.
• Responsible for Safety Health and Environment requirements and legislation implementation and ensures compliance to legal and corporate standards & policies in own projects and installations as an example LOTOTO - Lock Out Tag Out Test Out, permit to work, hazard work permits, behavioral observation safety, auditing and process isolations.
• Responsible to ensure that ergonomics and SHE - Safety, Health & Environment risks are mitigated or eliminated in own projects
• Immediately corrects any substandard condition or unsafe behavior. Encourages feedback routine between peers through using applicable tools such as Behaviors Observation Safety -BOS. Checks that this done to the required standard.

Quality:

• Drives Quality culture through role modelling behaviours.
• Responsible for Quality requirements and legislation implementation and ensure compliance to legal and corporate standards & policies in own projects
• Ensures project designs and execution includes Good Manufacturing Processes including Sanitary Design rules and new Manufacturing Operating System - MOS Standards

Delivery & Cost:

   Project Planning:

• Responsible for pre-engineering scoping, costing and capital expenditure request document preparation using· the appropriate standards, processes and procedures aligned with IM - Initiative Management pillar
• Support project approval in time as needed by business purpose of the project. Lead functional co-ordination and technical expertise for evaluation of offers and submitting proposals for the most appropriate technical solutions, while ensuring they are cost-effective and fit for purpose.

•      Helps draw up user requirements and knows the engineering process making it appropriate for six  sigma.

• Organizes the go/no go gates

Communication:

• Giving regular stakeholder updates on project progress.
• Engaging and communicating with all relevant associates through the whole lifecycle of the project to ensure that the project deliverables meets all practical requirements (maintenance, operation, training, etc)

Project Management & Execution:

• Provide potential supplier identification as well as correct bidding process and evaluation in line with company policies and supplier management strategies. Ensure and lead co-operation with Procurement department in preparation of contracts, providing technical requirements and details in order to support contract negotiation and signature
• Preparing and issuing relevant documentation such as drawings, cable schedules, commissioning documents, equipment schedules, FAT - Factory Acceptance Test, SAT - Systems Acceptance Test, S&H - Safety and Health checklists, risk assessments.
• Working with the software engineers to develop a URS - User Request Specification for the process installation and review FDS - Functional Development Specification.
• Management of orders through the use of SAP, from raising PO's - Purchase Orders, issuing to suppliers, receipting and checking invoice discrepancies.
• Managing cost versus budget using the appropriate standards to report actual, commitment, and remaining budget spend on a monthly basis.
• Work with the project team and Project Start Up Lead to deliver Vertical Start Up- VSU as per Commissioning, Qualification, Validation - CQV plan
• Applies and improves Engineering standards
• Accountable for delivery of Project Engineers assigned to the project

Project Close-Out:

• Support the Start Up Leader with the installation and commissioning of the installation and suppliers
• Ensure relevant handover documentation is in place such as OEM - Original Equipment Manufacturers manuals, training documents and risk assessments.
• Support the Start Up Leader with creation of training with SME - Subject Matter Experts, Training Coordinators and the Organizational pillar
• Responsible to verify delivery of key project KPI's

Continuous Improvement

• Participate in screening and evaluation of all identified improvement opportunities and ideas. Creatively group those ideas into technically feasible concepts. Share and communicate potential concepts to identify potential projects.

Customer Service Associate (Mandarin Speaking) China Market

About Zeal Group

Zeal Group is an award-winning FinTech organisation offering a variety of products. Founded in 2017, we have grown to a tam of 700+ employees across the globe

• Medical Benefit
• Optical Benefit
• Life Insurance
• Meal Allowance
• Travel Allowance
• Health & Fitness Subsidy
• Staff Referral Bonus Program
• Long Service Rewards
• Employment Pass and Visa Sponsorship *for Non- Malaysian
• Relocation Benefits *for Non-Malaysian

*NOTE : Successful candidates hired, will need to complete Probationary Period before Relocation exercise can take place.

Interview process :

• Virtual Session with TA team – 30-minutes
• First interview with Hiring Manager – 1-hour
• Final interview with Head of Dept – 45-mins

Role summary:

The KL GFS Billing Manager position offers considerable exposure to the business, finance leaders, and the wider shared services teams. You will broaden & strengthen knowledge through leading & integrating varied Billing service challenges globally.  These include Billing operations support across markets such as APAC and UKI and the global task of loading Experian invoices onto customer portals across APAC, EMEA, UKI and NA regions.

What You'll Do:

• Help make decisions about the best way to implement the requirements to allow efficient billing processes for the markets we support
• Propose and implement process and commercial standardization that enables simpler automated solutions and processes including deploying major complex global Billing applications such as ARIA.
• Identify best practices and ongoing support to the business on billing process and functionality while ensuring it is in compliance with relevant policies / legislation
• Lead the integration of new acquisition billing processes into Experian which includes partnering with market FD and the business in deciding and thereafter implementing the best billing process and system solution to provide seamless support without any service disruption to the business
• Lead the Billing teams and monitor/manage operations delivery, project or development milestones, prioritization, and progress to ensure monthly operations support and project delivery.
• Provide regular updates to management and important partners, escalating issues ensure prompt resolution to maintain / achieve operational or project timelines
• Recommend process improvements opportunities, initiating actions or projects for continuous improvement
• Manage the daily billing operations across both Kuala Lumpur and India locations, to ensure smooth execution, target and timelines are met
• Lead as a role model, you will instill a culture of knowledge sharing and working together and implementing clear metrics to measure the success of the team.
• Review and respond to any billing and payment queries received from the clients
• Review the completeness of Billing-Interface reconciliation and month end AR to GL
• Point of escalation for all Billing process and systems matters, promoting UAT and Go live of system changes and procedures when needed
• Ensure billing process and controls are enforced and measured through Indicators Audit Control and Compliance
• Regular calls with defined partner to resolve outstanding actions, go to person of Regional CFO and Head of Finance for any Billing support requirements
• Set a culture of Cross training and support across the other country reports/dashboard and align processes
• To change and pushes themselves beyond what's expected and able to re-evaluates and adjust thinking when things change
• Seek feedback and is open to questioning their assumptions and can demonstrate confidence in handling challenges.