Field Service Team Lead

CTC Global; Selangor; On-site; MYR 150,000 - 200,000; Full time

Job summary

A technology services company is seeking a Field Service Coordinator in Selangor, Malaysia. The role involves assisting the Field Service Manager in managing the field service team to ensure optimum customer service. Candidates should possess a degree in Computer Science or related fields, with at least 2 years of experience in IT infrastructure. Exceptional communication skills and strong organizational abilities are crucial for success in this position. The company values high standards of customer service and teamwork.

Qualifications

• Minimum 2 years working experience in IT infrastructure.
• Strong ability to work both independently and within a team.
• Demonstrated strong multi-tasking abilities and organizational skills.

Responsibilities

• Assist in managing the field service team for customer services.
• Develop workflows with FSM for field service activities.
• Conduct training for field service employees as needed.

Skills

IT infrastructure knowledge

Effective English communication

Strong organizational skills

Ability to work in a team

Education

Diploma/Bachelor’s Degree in Computer Science/Information Technology/Engineering

Job description

Responsibilities

• 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, elevate 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 developing programs to improve technical and customer service skills of service employee
• Address customer enquiries, resolve issues and obtain customer feedback proactively
• Identify and elevate employee concerns/complaints to FSM
• Maintain positive and healthy relationship with various teams to ensure customer service effectiveness
• Support service teams in achieving 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

Requirements

• 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