Position Overview
The Field Services Executive will be leading and working with around 25 Field Engineers.
Key Responsibilities
- Team Leadership : Assist Manager in overseeing the Field Service team in their daily operations such as resource planning, job scheduling, job fulfillment and fault call
- Service Delivery Coordination: Collaborate with the Service Delivery Team to ensure services are delivered within SLAs
- Technical Issue Management: Address technical issues to ensure terminals function correctly at deployment
- Customer Complaint Handling: Attend to customer complaints, conduct root cause analysis, implement immediate corrective actions, and preventive measures to closure
- Skill Development: Ensure all technicians have the necessary skills for their scope of work
- Training Documentation: Work with relevant team members to maintain, update, and enhance operation training, troubleshooting, and configuration guides for technicians
- Test Cards / Cash Cards Applications: Manage the application and distribution of test cards and cash cards for technicians and ensure they have necessary tools for their field services
- 2nd Level Support: Provide 2nd level support for CTS Merchant’s profile and parameter setup in internal systems
Requirements
Education and Experience
- Diploma or Higher Nitec/Nitec in Technical Engineering
- At least 2 to 3 years of Supervisory Technical Support Operation experience required
Skills and Knowledge
- Team Player with effective communication skills and a strong analytical mind
- Able to work extended hours, if required, subject to the dynamic field operation environment
- Savvy in Microsoft excel and power point
- Proactive individual with a hands-on approach in managing field service operations, ensuring team efficiency and high-quality service delivery
- Class 3 driving license is required
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