Field Service Manager

Main Job Tasks and Responsibilities:

1. Team and Workflow Management:
   • Manage field services team to deliver optimal customer service.
   • Develop efficient workflows to enhance service delivery and team performance.
   • Ensure adherence to company policies and procedures.
2. Performance Management and Staff Development:
   • Set performance goals, conduct reviews, and address performance gaps.
   • Provide training and skill enhancement to service staff as needed.
   • Develop programs to improve technical and customer service competencies.
3. Customer Service and Relationship Management:
   • Address customer inquiries and proactively resolve issues while gathering feedback.
   • Maintain positive relationships with internal and external teams to support customer service effectiveness.
4. Stock Audit Management:
   • Conduct periodic stock audits and ensure compliance with inventory policies.
   • Minimize discrepancies through improved stock control and reconciliation processes.
   • Coordinate with teams to address variances and maintain accurate records and reports.
5. Company Asset Management:
   • Enforce asset tracking protocols to safeguard tools, equipment, and vehicles.
   • Maintain updated asset inventories and perform routine inspections.
   • Optimize asset usage and reduce downtime through preventive management strategies

Education and Experience:

• Qualifications: Diploma or Bachelor’s Degree in Information Technology, Business Management, or a related field.

• Experience:
  • Minimum of 5 years’ experience in managing complex projects or operations within the high-tech industry, with a proven background in customer support and field engineering.
  • Experience in leading and participating in cross-functional teams, with willingness to travel up to 50%.

• Knowledge:
  • Solid understanding of field service delivery operations, asset and inventory management, and customer service processes.
  • Familiar with industry best practices, resource planning tools, and performance metrics.

• Personal Skills and Attributes:
  • Strong interpersonal and communication skills (oral and written)
  • Excellent attention to detail
  • Ability to manage multiple projects simultaneously.
  • Adaptable to evolving business environments, self-motivated, and demonstrates strong work ethic and professional standards.