Field Service Team Lead

CTC GLOBAL SDN BHD; Selangor; On-site; MYR 150,000 - 200,000; Full time

Job summary

CTC Global is seeking a Services Team Leader to oversee performance metrics, project coordination, and team management. The ideal candidate will have strong leadership skills and a background in IT service engineering, ensuring high customer satisfaction while managing complex technical issues. This role offers an opportunity to mentor team members and optimize processes within a well-established company in Malaysia.

Qualifications

• Minimum 4-6 years in field service engineering.
• At least 2 years in a supervisory or team lead role.
• Advanced knowledge of networking and Windows Operating Systems.

Responsibilities

• Lead project coordination for large-scale rollouts.
• Manage escalated issues and ensure timely resolution.
• Conduct stock audits and manage company assets.

Skills

Leadership

Problem Solving

Communication

Team Management

Technical Troubleshooting

Education

Bachelor’s degree in Computer Science, Information Technology, Engineering

Tools

Microsoft Office

Networking tools

Job description

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1. Performance Monitoring and Reporting:Track and report team performance metrics to ensure service goals are met. Identify areas for improvement and implement corrective actions.

2. Escalation Management:Manage escalated issues promptly and effectively and ensure timely coordination with vendors and external partners.

3. Project Coordination:Lead large-scale project rollouts, ensuring timely completion and quality standards.

4. Customer Satisfaction:Maintain high customer satisfaction by addressing issues proactively.

5. Team Management:

· Supervise and coordinate daily field service team activities for optimal performance.

· 5Monitor individual and team performance against SLAs and KPIs.

· Report performance metrics to management regularly.

6. Mentorship and Technical Leadership:

· Mentor team members and support their professional growth through structured training and skill development.

· Provide technical leadership by guiding the team in complex troubleshooting and installations.

· Act as the primary escalation point for unresolved technical issues and coordinate with vendors to drive resolution.

7. Stock Audit Management:

· Oversee periodic stock audits to ensure accuracy and compliance with company policies.

· Implement processes to minimize discrepancies in inventory and stock records.

· Coordinate with relevant teams to reconcile any inventory variances and improve stock control measures.

· Maintain detailed documentation and reporting of stock levels, audit results, and corrective actions.

8. Company Asset Management:

· Establish and enforce asset tracking and management protocols to safeguard company property.

· Maintain an updated inventory of all company assets, including tools, equipment, and vehicles.

· Conduct regular inspections to verify the condition, functionality, and proper usage of assets.

· Develop strategies for optimizing asset utilization and minimizing downtime or loss.

Education and Experience:

Qualifications:Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.

Experience:

· Minimum of 4–6 years of experience in field service engineering.

· At least 2 years in a supervisory or team lead role.

· Proven experience in managing complex technical issues and escalations.

Knowledge:

· Advanced knowledge of networking, Windows Operating Systems, Microsoft Office, and peripheral devices.

· Proficiency in project management and vendor coordination.

Skills and Attributes:

· Strong leadership and interpersonal communication skills.

· Ability to manage performance metrics and maintain team accountability.

· Excellent problem-solving capabilities and strategic planning skills.

· Adaptability to evolving IT environments and changing client needs.

· Willingness to travel as and when required.

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Your application will include the following questions:

Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? Which of the following types of qualifications do you have? How many years' experience do you have as a Services Team Leader?

ITOCHU Corporation is one of the largest conglomerates in Japan and is the majority shareholder of CTC. Both ITOCHU Corporation and CTC are listed on the Tokyo Stock Exchange with sales revenues of US$53 billion and US$3 billion respectively.

In Malaysia, the CTCG team has been serving enterprise customers from major commercial and government sectors for over 50 years, starting from CSA to CSC and now CTC, as part of the ITOCHU Group.

Powered by a team of 600 qualified and experienced IT professionals, CTCG supports its customers through a country-wide network of 23 service centres and delivers extensive systems integration solutions to enable businesses to operate more efficiently.

ITOCHU Corporation is one of the largest conglomerates in Japan and is the majority shareholder of CTC. Both ITOCHU Corporation and CTC are listed on the Tokyo Stock Exchange with sales revenues of US$53 billion and US$3 billion respectively.

In Malaysia, the CTCG team has been serving enterprise customers from major commercial and government sectors for over 50 years, starting from CSA to CSC and now CTC, as part of the ITOCHU Group.

Powered by a team of 600 qualified and experienced IT professionals, CTCG supports its customers through a country-wide network of 23 service centres and delivers extensive systems integration solutions to enable businesses to operate more efficiently.

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