Lift your first-time fix rate with a technician who holds the right skill, carries the right alat ganti, sees the equipment's past faults on the phone and follows the same repair checklist every time.
FieldEx combines field service management with a computerised maintenance management system (CMMS) so Malaysian mechanical and electrical (M&E) and facilities teams close more complaints on the first visit. It assigns technicians by skill, shows each one's van stock, keeps every fault on the equipment's record, guides repairs with checklists and alerts supervisors when the same equipment breaks down again.
In Malaysian facilities contracts, a second visit costs twice: the technician's time, and a complaint that misses its closure target. FieldEx tackles the usual reasons for going back, the wrong skill, a missing part, no history and a rushed diagnosis, and shows which equipment keeps failing. Book a demo to see your own complaints and equipment in it.
JKR measures the outcome, not the visit count. Its Garis Panduan Pengukuran Tahap Prestasi Penyenggaraan Aset (TPPA), Edisi 2021, scores repair completion as the number of breakdown complaints closed within the agreed service level (ASL in the TPPA formula), divided by all breakdown complaints. A job that needs a second visit is the one most likely to miss that closure target. International guidance from NASA's Reliability Centered Maintenance Guide for Facilities and Collateral Equipment explains why: repair time includes the time to diagnose the cause of the failure and the time to get the parts, and both stretch when the first visit fails.
So the levers are diagnosis before and during the visit, parts on hand, and a technician who can do the whole job.
Find the real cause of each fault and fix that. JKR Putrajaya's Project Lesson Learned (PLL) for facilities management in Zone 1 (2019) recommends collecting and analysing data on all repaired mechanical and electrical faults to identify the true cause, so they do not recur. International guidance from NASA's RCM guide puts it as a rule of root cause failure analysis: correct the cause of the problem, not just its effect.
Repairs wait. JKR Putrajaya's PLL (2019) records that the facility contractor did not keep enough spare parts on site, and recommends listing the spare parts for each system that are no longer on the market (obsolete) and finding suitable alternatives under the facilities management (FM) contract. NASA's guide, as international guidance, counts the time to procure or deliver parts as its own element of repair time.
That third form, similar components failing across different systems, is the one nobody sees without data across all assets.
JKR Putrajaya thinks so. Its PLL for facilities management (2019) recommends setting up a database of mechanical and electrical fault types for maintenance reference, and notes that use of a computerised maintenance management system by all of the facility contractor's staff can speed up repair action and make monitoring easier.
The point of the database is the next technician: the fault, the cause and the fix that worked are there before they start.
Malaysian contracts usually borrow the definitions from international guidance. NASA's RCM guide defines mean time between failures (MTBF) as the reciprocal of the failure rate, the average time to fail. Mean time to repair (MTTR) is the average time to restore functionality to a failed system or component. A unit with a short MTBF keeps generating complaints; a long MTTR means each complaint takes long to close, often because of a return trip.
For first-time fix, the log is also the technician's best diagnostic tool: what failed before, what was replaced, and what didn't work.
The Occupational Safety and Health (Plant Requiring Certificate of Fitness) Regulations 2024, P.U.(A) 99/2024, in force from 1 June 2024, require employers to keep maintenance records for plant that needs a certificate of fitness, covering the condition of safety devices, any damage, and any repairs and alterations. For lifts, the maintenance report must be kept on the premises where the lift is installed. A repair that isn't written up properly is a gap in that record, and a likely second visit.
A repeat visit is often a pattern rather than bad luck: one building's pumps, one contractor's repairs, one technician's diagnoses.
Yes. The Department of Occupational Safety and Health (DOSH) guide to the Notification of Accident, Dangerous Occurrence, Occupational Poisoning and Occupational Disease (NADOPOD) Regulations 2004 says the employer must notify the nearest DOSH state office immediately, then complete form JKKP 6 and send it within 7 days of the dangerous occurrence. DOSH explains that reporting lets it find the underlying causes so remedial action can prevent similar occurrences.
The same logic applies inside a maintenance team: a failure investigated once is a failure that need not happen again.
The TPPA weights repair performance in two parts: the response indicator counts for 0.05 and the completion indicator, complaints closed within the agreed service level, counts for 0.15. Closure carries three times the weight of response. JKR's work process JKR.PK(O)07 (January 2018) gives an example repair target of 24 hours for an urgent (segera) breakdown.
So a fast first response that leads to a second visit still costs most of the score.
A method statement for each complex, costly repair. JKR Putrajaya's PLL (2019) recommends tightening the method statements for complicated, high-cost repair work to avoid repeat damage, and including them in the maintenance contract. It also notes, as something that worked well, complete maintenance reports from the contractor presented at monthly meetings.
Chubb, an integrated security provider, runs its security systems field operations on FieldEx. Its story describes tasks assigned automatically by skill, availability and location, mandatory photos in the app as proof of completion, and jobs that can't be marked complete until every SOP step is fulfilled, with a 20% boost in first-time fix rates and a 15% boost in technician productivity.
Sime Industrial, a heavy equipment and industrial solutions provider serving 191 locations across Asia Pacific, runs its field service on FieldEx. Its story describes job updates, statuses and time logs in one place, live technician locations and task progress in one view, and reports on job durations, coverage and technician performance.
One that sends the right skill, shows each van's stock, puts the equipment's past faults on the phone and flags repeat breakdowns. FieldEx does all of this in one system, with a mobile app in English, Bahasa Malaysia and Chinese. See our guide to field service management software.
Yes. An email or in-app alert goes out when a new job repeats a recent job on the same equipment.
Yes. Each technician's van stock is shown on the app, and stock in stores and other vans can be checked by location.
Yes. Complaints through the premises QR code or the customer portal can include photos or video, attached to the job.
Yes. Scanning the unit's QR sticker opens its history, including past complaints, PPM, parts replaced and components.
Yes. Service-level agreements time response and repair stages against working hours, and reports count complaints closed within target.
Yes. Checklist questions can be drafted with AI from a description or a PDF or PNG of your existing checklist or procedure, then edited.
Once we know your requirements and your data is ready, FieldEx can be implemented in as little as a week with standard features for small businesses. Larger setups and custom work take longer. There is no setup fee: setup, data upload and training come with the subscription, and FieldEx onboards customers in person in Malaysia as well as online. See FieldEx implementation in Malaysia.
Once we know your requirements and your data is ready, FieldEx can be implemented in as little as a week with standard features for small businesses. Larger setups and custom work take longer. Setup, data upload and training are included in the subscription, with no setup fee. Customers, sites, assets and parts can be uploaded. FieldEx helps with setup, and training is included. See FieldEx implementation.
