Service Field Operations Manager

2 weeks ago

Singapore beBeeFieldManager Full time $4,000 - $8,000

Service Delivery Expert

The role of the Service Delivery Expert is pivotal in ensuring high-quality service delivery and efficient resource allocation.

Key Responsibilities:

  • Team Leadership: The Service Delivery Expert will oversee the daily operations of a team of Field Engineers, ensuring effective resource planning, job scheduling, and fault call management.
  • Service Delivery Coordination: Collaborate with the Service Delivery Team to ensure services are delivered within set 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.
  • 2nd Level Support: Provide 2nd level support for CTS Merchant's profile and parameter setup in internal systems.

Requirements:

  • Diploma or Higher Nitec/Nitec in Technical Engineering.
  • At least 2 to 3 years of Supervisory Technical Support Operation experience required.

Desired Skills and Knowledge:

  • Strong analytical mind and effective communication skills.
  • Able to work extended hours, if required, subject to the dynamic field operation environment.
  • Savvy in Microsoft Excel and PowerPoint.
  • 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.

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