ROLES AND RESPONSIBILITIES
The Field Service Team Leader leads the field operations across our Singapore locations. Reporting to the Global Operations Centre (GOC) and particularly the Field Service Coordinator, this role oversees a team of Field Service Technicians (FSTs) to ensure efficient delivery of various services.
There may be a requirement for the FSTs to assist in projects and training of operations teams in other regions at times. In this role, there will be a requirement to participate in a 24x7 on-call roster and an expectation to undertake reasonable overtime as required to fulfil the duties as required.
Leadership & Team Management
- Provide day-to-day leadership and direction for FSTs and site-based engineers, fostering a supportive and engaged team environment.
- Provide onsite training and supervision of FST staff as required to ensure they are well engaged, trained and capable of maintaining the SMC equipment at the highest of standards.
Coordinate & supervise FST and site-based engineers’ activities
- Ensuring timely completion of tasks at the direction of the level 1, 2 and 3 engineering teams such as:
- Fault response and troubleshooting
- Routine and corrective maintenance
- Equipment installation (racking)
- Communication cable installation
- Computer hardware repair
- Remote hands support as required
- Coordinate and participate in mechanical and electrical equipment repair
- Oversee contractor works
- Conduct facility inspections and audits as required, ensuring our sites are always impeccably maintained and operating as efficiently as possible.
Operational Efficiency
- Assist to develop and embed processes to optimise field service operations and ensure high-quality service delivery. This includes developing and fostering ongoing use of site-based inspection checklists, permits, safety documents etc.
- Collaborate with other departments (project delivery, R&S) to provide support and resources as needed.
- Assist in project works as required and where it does not impact upon operations.
Strategic Focus (Initial Focus)
- Ensure that all new FSTs entering the business feel engaged and supported whilst making sure they are properly trained and mentored such that they can safely undertake required tasks to the quality we expect.
SKILLS AND EXPERIENCE
- Working Experience of more than 5 years as a Field Service Technician or similar role, with a strong track record of success in troubleshooting, repair, and customer service
- In-depth knowledge of the specific equipment or technology serviced by the team
- Strong leadership skills with the ability to motivate, coach, and develop team members
- Excellent communication skills to provide clear instructions and delegate tasks effectively
- Experience in scheduling and managing workloads to ensure timely completion of required works
- Exceptional problem-solving skills to identify and troubleshoot technical issues, both independently and collaboratively with the team
- Strong decision making abilities to make sound judgments under pressure and in challenging situations
