Field Services Manager

5 days ago

Singapore beBeeField Full time

Service Delivery Expert

The Service Delivery Expert oversees the daily operations of a team of Field Engineers, ensuring high-quality service delivery and efficient resource allocation. This key role requires effective leadership and collaboration with the team to guarantee services are delivered within set Service Level Agreements (SLAs).

Key Responsibilities:

  • Team Leadership: The Service Delivery Expert will assist in overseeing the Field Service team, 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 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 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

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