Job Description
- Lead a team of Service Engineers and IT Admins
- Monitor team’s progression on all incoming service requests on hardware or software issues
- Execute all assigned cases effectively and efficiently with a sense of urgency
- Provide timely and effective resolution to service requests and incidents
- Handle high volume of client’s service requests and assigned accordingly to the team
- Handle client’s complaints and ensure customer satisfaction during closure
- Liaise smoothly between internal stakeholder and clients for any sales-related matters
- Provide on and offsite support if needed
- Manage Service Engineers daily schedule
- Manage team’s transportation and phone claim usage
- Assist in other ad-hoc tasks assigned by Technical Manager
Job Requirements
- Bachelor’s degree in relevant field or equivalent combination of education and experience
- Minimum 3 to 5 years of related experience
- Motivated and able to initiate work process
- Strong leadership skill with good communication
- Excellent customer service and support skills
- Possess and in-depth knowledge of PC/laptops/notebooks hardware (i.e. knowledge of parts)
- Possess strong organizational skills and ability to prioritize tasks among many competing requests
