Field Service Manager

Responsibilities

• Manage field services team by developing workflow to provide optimum customer services.
• Assist in goal setting, skill enhancement and performance reviews activities for field service staffs.
• Address customers’ enquiries, resolve issues and obtain customers feedbacks proactively.
• 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.
• 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.
• Involve in employment & engagement of employees.
• Ensure that the resources are properly trained in meeting service objectives.
• Verify the resource identification and planning arranged by the field service coordinator.
• 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.
• Minimum 4-6 years of experience in the IT industry and in EUC Field Services.
• Demonstrated success in managing complex projects.
• High attention to detail.
• Up to 50% travel required.
• Demonstrated success in customer support and/or field service engineering.
• Demonstrated success leading and participating in cross-functional teams.
• Ability to communicate both orally and in writing.
• Flexibility and comfort in managing uncertainties.
• Interpersonal skills that enable successful cross-functional and customer interaction.
• Possess strong work ethic and drive to succeed.
• Good in time management & prioritise in juggling multiple projects; consistently meet deadlines.
• Adheres to high standards of professional conduct.