Field Services Executive

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 Merchants profile and parameter setup in internal systems

Requirements

Education and Experience

• Diploma & 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