Manage Field Service Representatives, the regional schedule as well as the local Service organization business goals and objectives
Work closely ..
Manage Field Service Representatives, the regional schedule as well as the local Service organization business goals and objectives
Work closely with his team of field service staff in Singapore and beyond, to schedule, dispatch & coordinate their work assignments, and resolve scheduling conflicts
Make data-driven decisions based on reporting from the company’s CRM system (C4C)
Disseminate information to the field and maintain intradepartmental communication through written correspondence and regular conference calls
Ensure compliance of field service staff with safety and performance standards, company and department policies, as well as business objectives
Develop service quality standards, skills certification criteria, performance objectives and metrics related to field service
Monitor staff performance and initiate correction action to resolve performance deficiencies through coaching, training, motivating, and disciplining
Travel with field service representatives on a periodic basis to evaluate and improve performance
Solicit customer feedback on SLM Solutions service performance through regular telephone interviews, e-mail correspondence and customer site visits
Evaluate service requirements of the install base and maintain regional assignments and proper resource allocation to ensure satisfactory customer response
Maintain complete and accurate records of field service activities
Analyze field service performance data,produce status and summary reports as required
Establish policies and procedures for producing effective service response and problem resolution for SLM Solutions customers
Provide direction to field service staff to ensure complete implementation and compliance with department processes
