Field Service Manager

Location(s) : Petaling Jaya

Responsibilities

  • Manage field services team to provide optimum customer services.
  • Develop workflow for the field service team.
  • Assist in goal setting, skill enhancement and performance reviews activities for field service staffs.
  • Investigate and resolve any issues resulting from substandard performance.
  • Ensure company policies and procedures are followed by the team members.
  • Provide training to service staff as needed.
  • Provide support and guidance to service staff to ensure timely and quality customer services.
  • Develop programs to improve technical and customer service skills of service staffs
  • Address customers’ enquiries, resolve issues and obtain customers feedbacks proactively.
  • Identify and resolve employee concerns/complaints.
  • Maintain positive and healthy relationship with various teams to ensure customer service effectiveness.
  • Support service teams in achievement of service goals.
  • Assist in interviewing and hiring new professionals.
  • Ensure that the resources are properly trained to meet service objectives.
  • Help the field service coordinator in resource identification and planning.
  • Demonstrate outstanding customer service through maintenance of high quality and integrity at work environment.

Requirements

  • Diploma, Bachelor’s Degree in I.T. or Business Management or equivalent.
  • 5+ years’ experience in directly related field managing complex projects and/or operations in high tech industry.
  • Demonstrated success in managing complex projects.
  • High attention to detail.
  • Up to 50% travel required.
  • Demonstrated success in customer support and/or field engineering.
  • Demonstrated success leading and participating in cross-functional teams.
  • Ability to communicate both orally and in writing in various.
  • Flexibility and comfort with uncertainty as is normal in an emerging business area.
  • Interpersonal skills that enable successful cross-functional and customer interaction.
  • Possess strong work ethic and drive to succeed.
  • Self-manages time and priorities well, juggle multiple projects, and consistently meet deadlines.
  • Adheres to high standards of professional conduct.
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