Senior Operations Manager

5 days ago

Singapore beBeeFieldServices Full time $60,000 - $80,000
Job Title: Field Services Executive

This role involves overseeing the daily operations of a team of field engineers and ensuring that services are delivered within specified service level agreements (SLAs). As a Field Services Executive, you will be responsible for leading and managing the field service team to ensure efficiency and high-quality service delivery.

  • 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 SLAs.

  • Technical Issue Management: Address technical issues to ensure terminals function correctly at deployment.

  • C 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.

  • 2nd Level Support: Provide 2nd level support for CTS Merchant's profile and parameter setup in internal systems.

Required Skills and Qualifications

  • Diploma & Higher Nitec/Nitec in Technical Engineering

  • At least 2 to 3 years of Supervisory Technical Support Operation experience required

Skills and Knowledge

  • Team Player with effective communication skills and a strong analytical mind

  • Able to work extended hours, if required, subject to the dynamic field operation environment

  • Savvy in Microsoft excel and power point

  • Proactive individual with a hands-on approach in managing field service operations, ensuring team efficiency and high-quality service delivery

  • Class 3 driving license is required

Benefits

This role offers an opportunity to work in a dynamic field operation environment and to develop your leadership skills. As a Field Services Executive, you will be responsible for managing a team of field engineers and ensuring that services are delivered within specified service level agreements (SLAs).

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