Field Support Specialist

4 weeks ago

Singapore Singtel Group Full time

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative. 

Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all.

 

*Awarded at the HR Fest Awards 2020.

 

 

Singtel Networks, the most established telecommunications infrastructure provider in Singapore is transforming to enable the digital generation of tomorrow. We are introducing new capabilities in 5G, Cloud, Analytics, Digital Commerce, Software Engineering, Cyber Security to enhance our core competencies and deliver innovative and differentiated Mobile and Fixed services (Broadband, TV and Telephony) for our customers. We are committed to celebrating inclusion and diversity and is a strong believer to upskill and nurture all individuals. Come join us today as we build Singtel’s Networks of tomorrow, and Empower Every Generation to live, work and play in new ways

 

Make an Impact by:

  • Conduct site survey and visit, to understand customer needs, existing infrastructure and propose a home solution for customer. The solution may comprises of connectivity (eg wired, fibre, wireless), services (eg broadband, TV, voice, home automation (eg smart home), security services) that meet the customer needs.
  • Source and identify partner solution and services that meet the customer need.
  • Prepare accurate quotations and liaise with partners to schedule project activities, ensuring efficient resource allocation and timely completion.
  • Monitor project progress, ensuring deadlines are met, and proactively make necessary adjustments or changes to maintain project timelines.
  • Oversee the installation, setup, and commissioning of network cables, broadband, TV, and digital voice services, ensuring proper configuration and optimal performance.
  • In the event resolution is not possible during the onsite, gather logs and information and coordinate with the respective stakeholder to ensure resolution is achieved within the agreed timeframe.
  • In the event resolution can be achieve, shared root cause, recommend good practises and preventive measures.
  • To be the SPOC (or service manager) for VVIP on their technical query or fault reporting channel. Manage their expectation, sentiment and handle unfavorable situations with tact, empathy, and professionalism.
  • Prioritize and respond to technical faults within 2 hours for higher priority segments during office hours, acting as a 24/7 service concierge for high-value segment customers.
  • Conduct extensive testing and compile a detailed analysis report on the recently introduced equipment, product, and services. This include defining the technical specification with internal teams, manufacturers and/or vendors.
  • Evaluating the appeal made by the partner regarding the request for a repeated visit.
  • Facilitate the technical competency assessment of our partners’ field engineers to ensure they meet the required standard.
  • Establish the end user acceptance checklist and standard. Design and localise installation guide and troubleshooting workflow for field engineers and contact centre.
  • Provide regular feedback on the customer needs and behaviors. Propose, evaluate new feature or services that will meet customer needs.
  • Manage and inventorised company issued equipment and asset. Liaise with store to periodic replenishment of equipment and devices.
  • Sharing of the process gap, non-productive procedure or customer pain point. Identify opportunity for empowerment or automation.
  • Provide regularly update the job status, highlighting completed tasks, ongoing projects, and call out any key challenge or obstacle that may impact project delivery or timeline.

 

Skills for Success:

  • Diploma in Information Technology, Electronics Engineering, Telecommunications, or a related field.
  • Experience as a Field Engineer or in a similar role, preferably in the home / office networking, telecommunications, or green technology industry.
  • Good understanding of the technical knowledge in data communication (wired, wireless), internet security and home automation.
  • Good communication skills, with the ability to explain technical concepts to non-technical individuals.
  • Ability to work independently and collaboratively as part of a team, adapting to various work environments and customer requirements.
  • Valid Class 3 driving license.
  • Customer-oriented with strong negotiation and communication skills (oral and written)
  • Highly adaptable to a fast-paced and dynamic environment
  • Excellent analytical and ability to persuade others to change existing practices.

 

Your Career Growth Starts Here. Apply Now

 

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

 

 

 

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