Field Services Executive
1 day ago
**Position Overview**
The Field Services Executive will be leading and working with around 25 Field Engineers.
**Key Responsibilities**
- **Team Leadership**: Assist Manager in overseeing the Field Service team in their daily operations such as resource planning, job scheduling, job fulfillment and fault call
- **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
- **2nd Level Support**:Provide 2nd level support for CTS Merchant’s profile and parameter setup in internal systems
**Requirements**:
**Education and Experience**
- Diploma or Higher Nitec/Nitec in Technical Engineering
- At least 2 to 3 years of Supervisory Technical Support Operation experience required
**Skills and Knowledge**
- Team Player with effective communication skills and a strong analytical mind
- 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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