Field Service Team Lead


  • Assist Field Service Manager in managing field service team to provide optimum customer services
  • Working with FSM to develop workflow for the field service team
  • Assist FSM in goal setting, skill enhancement and performance reviews activities for field service employee
  • Investigate, escalate and resolve any issues resulting from substandard performance
  • Ensure company policies and procedures are followed by the team members
  • Conduct on the job training to field service employee as needed
  • Provide support and guidance to field service employee to ensure timely and quality customer services
  • Assist FSM in develop programs to improve technical and customer service skills of service employee
  • Address customer enquiries resolve issues and obtain customer feedbacks proactively
  • Identify and escalate employee concerns/complaints to FSM
  • Maintain positive and healthy relationship with various teams to ensure customer service effectiveness
  • Support service teams in achievement of service goals
  • Assist in FSM interviewing and hiring new technicians and ensure that the resources are properly trained to meet service objectives
  • Demonstrate outstanding customer service through maintenance of high quality and integrity at work environment.


  • Diploma, Bachelor’s Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.
  • 2 years working experience with knowledge in IT infrastructure works
  • Ability to work effectively both independently and in a team-based environment
  • Effective English communication skills including verbal, written and presentation skills.
  • Strong multi-tasking and administrative organizational skills.
Location:   Petaling Jaya
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