Field Service Manager

CTC Global; Selangor; On-site; MYR 75,000 - 95,000; Full time

Job summary

A leading IT service provider in Malaysia is looking for an experienced Field Services Manager to oversee the services team. The role requires a minimum of 4-6 years in the IT industry along with strong project management abilities. Responsibilities include managing workflows, ensuring adherence to company policies, and training staff for optimum customer service. Ideal candidates will demonstrate strong interpersonal skills and have a solid customer support background. This role also requires flexibility with travel, up to 50%.

Qualifications

• Minimum 4-6 years of experience in the IT industry and in EUC Field Services.
• Demonstrated success in managing complex projects.
• Ability to communicate both orally and in writing.

Responsibilities

• Manage field services team by developing workflow to provide optimum customer services.
• Ensure company policies and procedures are followed by the team members.
• Provide training to service staff as needed.

Skills

Project Management

Customer Support

Interpersonal Skills

Time Management

Education

Diploma or Bachelor’s Degree in I.T. or Business Management

Job description

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.