Service Operation Lead

5 days ago

Singapore GLORY GLOBAL SOLUTIONS (SINGAPORE) PTE. LTD. - Full time

The Service Operation Lead leads the state based Field Service Engineers and acts as the intermediary between the Engineers and back-office teams while also providing technical support to customers, Engineers and Agents.

**Manage all depot spares for the region including agent locations**
- Ensure minimum stock levels are maintained at all times
- Receive and process all deliveries
- Maintain accurate stock records in the inventory management database

**Ensure SLA’s are met for the region**
- Ensure Glory meets all contracted obligations, response times, fix times, PM’s, repeat call minimums, availability times
- Get involved with day to day service calls when the workload suggests an SLA breach
- Support agents for the regions

**Manage team effectively to ensure they are working to their maximum efficiency**
- Take ownership of managing the team on a day-to-day basis, escalating issues/seeking guidance as required
- When time permits spend timewith each Service Technician on difficult calls, offering help and new ideas
- Complete spot check on Service Technician’s PM’s to ensure that they are following correct process
- Manage resources ensuring we are getting coverage in different locations
- Identify any gaps in training/knowledge with Service Technicians and provide mentoring when required
- Ensure annual ePDR process is completed with all team members in accordance with due dates
- With guidance from management/HR, address any low level performance/conduct concerns with team members as necessary. Higher level concerns should be promptly escalated.

**Qualifications**:

- Recognised technical qualification
- Frontline management qualification
- Current drivers licence

**Experience**:

- Minimum 5 years’ experience in a technical support role handling complex technical issues
- Proven team management experience

**Skills and Attributes**:

- Excellent communication (written and verbal) and interpersonal skills
- Ability to work independently and set priorities to meet customer and organisational expectations
- Proven problem solving and analytical skills
- Excellent organisational skills
- Strong customer service orientation
- Ability to handle high-pressure situations
- Self-motivated with the ability to meet deadlines
- Commercial awareness
- Ability to engage and motivate team members

**Job Types**: Full-time, Permanent

**Salary**: $3,500.00 - $4,000.00 per month

**Benefits**:

- Dental insurance
- Health insurance
- Professional development

Schedule:

- Early shift
- Late shift

Supplemental Pay:

- Overtime pay
- Performance bonus

License/Certification:

- Class 3 driving license (required)

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