Leading Field Services

2 weeks ago

Singapore beBeeFieldService Full time $72,000 - $96,000
Field Service Leader Job Description

This role involves overseeing a team of field engineers, ensuring effective service delivery, technical issue resolution, and customer satisfaction.

  • We are seeking an experienced leader to manage our field services team, focusing on resource planning, job scheduling, job fulfillment, and fault call management.
  • The ideal candidate will collaborate with the service delivery team to ensure services are delivered within agreed service level agreements (SLAs).
  • They will address technical issues to guarantee terminals function correctly at deployment.
  • Able to handle customer complaints, conduct root cause analysis, implement immediate corrective actions, and preventive measures for closure.
  • The successful candidate will also be responsible for skill development, ensuring all technicians have the necessary skills for their scope of work.
  • Furthermore, they will work with relevant team members to maintain, update, and enhance operation training, troubleshooting, and configuration guides for technicians.
  • Additionally, the Field Service Leader will manage the application and distribution of test cards and cash cards for technicians, ensuring they have necessary tools for field services.
  • Finally, they will provide 2nd-level support for CTS merchant's profile and parameter setup in internal systems.
Requirements

To be successful in this role, you will need:

  • Diploma or Higher Nitec/Nitec in Technical Engineering.
  • At least 2-3 years of supervisory technical support operation experience required.
Key Skills and Knowledge:
  • Effective communication and strong analytical mind.
  • Able to work extended hours if required, subject to dynamic field operation environment.
  • Savvy 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 is required.

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