Field Services Executive

2 weeks ago

Singapore NETWORK FOR ELECTRONIC TRANSFERS (SINGAPORE) PTE LTD Full time

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
  • 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

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
  • 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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