Field Service Manager

2 weeks ago

Singapore Diebold Nixdorf Full time

Bachelor’s degree in Computer Science or NITEC/Diploma in IT/Computer Engineering.
- At least 5 years of IT technical support operation experience required, with a minimum of 2 years at a managerial position.

**Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.
**Position Overview**:
To lead a team of approximately 40 Field Engineers to deliver committed SLAs to our clients.

**Key Responsibilities**:

- Reporting to Head of Service Operation.
- Oversees day to day operation of Field Engineers in Service Division.
- Work closely with Service Delivery Team especially Second-Line Field Team in delivering services within SLAs.
- Lead and manage a team of First-Line Field Engineers together with Escort Officers to deliver the committed SLAs to clients.
- Determines FLM operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis, identifying and evaluating leading technologies.
- Plan and maintain efficient operation by designing, implementing and evaluating field support processes, policies and procedures.
- Develop and manage annual budget, staffing, performance management, employee development and satisfaction, reward and recognition, training and development of high-performance team.
- Prepare and submit report to management/customers on time and attend meetings as required.
- Attend to customer complaints and conduct root cause analysis, take immediate corrective action and implement preventive actions. Maintain an effective business continuity plan.

**Required Qualifications**:

- Bachelor’s degree in Computer Science or NITEC/Diploma in IT/Computer Engineering.
- At least 5 years of IT technical support operation experience required, with a minimum of 2 years at a managerial position.
- Good communication and interpersonal skills.
- Customer Service oriented.
- Team player with effective communications skills and a strong analytical mind.
- Actively lead and participate in process/system improvements, identify areas for continual improvement and business process re-engineering.
- Experience in repairing ATM machine will be added advantage.

LI-FR1

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