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Operations Manager
2 weeks ago
Our organization is seeking a seasoned Field Service Operations Manager to oversee the daily operations of our field service team. This key role requires strong leadership skills, effective communication, and a proactive approach to managing field service operations.
Key Responsibilities- Team Leadership: Assist in overseeing the Field Service team's daily operations, including resource planning, job scheduling, job fulfillment, and fault call management.
- Service Delivery Coordination: Collaborate with the Service Delivery Team to ensure services are delivered within agreed-upon Service Level Agreements (SLAs).
- Technical Issue Management: Address technical issues to ensure terminals function correctly at deployment.
- Customer Complaint Handling: Attend to customer complaints, conduct root cause analysis, implement immediate corrective actions, and preventive measures to closure.
- Skill Development: Ensure all technicians have the necessary skills for their scope of work.
- Training Documentation: Work with relevant team members to maintain, update, and enhance operation training, troubleshooting, and configuration guides for technicians.
- Test Cards/Cash Cards Applications: Manage the application and distribution of test cards and cash cards for technicians and ensure they have necessary tools for their field services.
- Second-Level Support: Provide second-level support for CTS Merchant profile and parameter setup in internal systems.
- Education: Diploma & Higher Nitec/Nitec in Technical Engineering required.
- Experience: At least 2-3 years of supervisory technical support operation experience required.
- Strong analytical mind with effective communication skills.
- Ability to work extended hours if required, subject to dynamic field operation environment.
- Proficiency in Microsoft Excel and PowerPoint.
- Proactive individual with hands-on approach in managing field service operations, ensuring team efficiency and high-quality service delivery.
- Class 3 driving license required.
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- Collaborative and dynamic work environment.
