Position Overview
- To lead a team of approximately 25 Field Engineers and 1 Field Planning Officer
Key Responsibilities
- Team Leadership: Assist 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.
- Process Improvement: Continuous improvement and support the design, implementation, and evaluation of field service support processes, policies, and procedures for productivity.
- Reporting: Consolidate data, prepare and submit reports for review and attend meetings as required.
- Continuity Planning: Support the maintenance of an effective continuity plan.
- Pass Applications: Assist in handling pass applications for technicians (Airport, Government sector).
- Test Cards / Cards Applications: Manage the application and distribution of test cards for technicians and ensure they have necessary tools for their field services.
- System Coordination: Communicate and liaise with relevant departments and external vendors for new systems or system enhancements, support user acceptance testing (UAT), and production testing.
- 2nd Level Support: Provide 2nd level support for CTS Merchant’s profile and parameter setup in internal systems.
Requirements
- Degree/Diploma in Technical Engineering or NITEC
- At least 5 years of Technical Support Operation experience required with a minimum of 2 years in a supervisory position.
- 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.
- Good in Microsoft excel, power point is required.
- 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.
- To be on standby for urgent calls / escalation matters
Working location: East area (5 days work week)
