| Position : Field Service Supervisor
Location(s) : Klang Valley
Responsibilities
- Assist Field Service Manager in develop programs to improve technical and customer service skills
- Managing field service team to provide optimum customer services.
- Assist FSM in goal setting in achieving of service goals, skill enhancement and performance reviews
activities for field service staffs.
- Working with FSM to develop workflow for the field service team.
- Investigate, escalate and resolve any issues resulting from substandard performance.
- Provide support and guidance to field service staff to ensure timely and quality customer services by
ensuring company policies and procedures are followed by the team members.
- Address customer enquiries, resolve issues and obtain customer feedbacks proactively.
- Identify and escalate employee concerns/complaints to FSM.
- Assist in FSM recruiting the new technicians.
- Help the queue coordinator in resource identification and planning.
Requirements
- Minimum 2-4 years in the IT industry – preferably with experience in Field Service Operation.
- Have adequate experience in a desktop support services team
- Outstanding organizational skills, problem solving and high attention to detail
- Good written and oral communication skills.
- High level of flexibility, with a strong work ethic and an entrepreneurial spirit to accommodate a high
level of responsibility and multiple priorities.
- Articulate, professional demeanour with strong self-confidence and initiative.
- Willingness to travel.
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