FSE Supervisor/ Site Lead

AEM Microtronics; Seberang Perai; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading technology company in Malaysia is looking for a Field Service Supervisor to oversee the day-to-day operations of the Field Service Engineers' team. This role requires strong leadership and problem-solving skills, with responsibilities including managing workforce utilization, ensuring safety compliance, and fostering high customer satisfaction. Ideal candidates will have a degree in engineering, at least 2 years of supervisory experience, and must be adept at mechanical and electrical troubleshooting. The position involves up to 50% travel.

Qualifications

• 2+ years’ experience in supervisor positions.
• Hands-on experience with mechanical, electrical, and software troubleshooting.
• Proven ability to enforce accountability and create a team-oriented culture.

Responsibilities

• Oversee daily operations of the FSE site team.
• Ensure efficient workforce utilization and KPI compliance.
• Track and coordinate FSE cross-training plans.

Skills

Leadership skills

Problem-solving

Customer relationship management

Time management

Conflict resolution

Workforce planning

Education

Degree in engineering or related field

Tools

Smartsheet

Microsoft Office Suite

Job description

Job Overview

Responsible for overseeing the day-to-day work of the FSE site team. As the first point of escalation for Field Service Engineers (FSEs), this role requires strong leadership, problem‑solving, technical and customer relationship management skills.

This role is responsible for team utilization, safety compliance, KPI tracking, and contract adherence while fostering a high‑performance team culture.

Responsibilities & Duties

• Install, modify, repair, troubleshoot, diagnose, and verify the operation of the system platform while adhering to AEM policies, procedures, and work by the direction of the Service Manager.
• Diagnose and resolve complex technical problems, utilizing advanced problem‑solving skills.
• Ensure efficient workforce utilization, documentation (A3/MBPS/OPL/WI/TSB), schedule management, and KPIs compliance.
• Be the first point of escalation for FSEs, initiating service escalations with the Service Manager and Product Manager, responsible for end‑to‑end escalation support, ensuring the proper use of A3/MBPS documentation.
• Communicate all existing and potential customer service issues to the immediate Service Manager in real‑time.
• Responsible for all KPI related to Field Service Contracts with our customers.
• Ensure high levels of customer satisfaction and contribute to strategic planning and reviews on how to increase the productivity and efficiency of the operations to deliver and exceed customer expectations.
• Ensure customer contract compliance (PO vs work performed, warranties, RMAs, etc.).
• Enforce the compliance of Safety Standards and trainings such as Safety Hazards, CoHE, LOTO, and PPE.
• Oversee daily Safety Toolbox meetings, Behaviour‑Based Safety (BBS) submissions, and Toolbox health and inventory.
• Track and coordinate FSE cross‑training plans to expand skill sets.
• Ensure Process Optimization & KPI Management, tracking the company KPIs, and leading initiatives for process improvements and efficiency gains.
• You must know what to track and record to assess employee performance. You may also be asked to tie employee performance to the efficiency and productivity of site operations.
• Attend and actively participate in AEM issues meetings to collaborate with Engineering to drive technical service improvements.
• Attend and actively participate in the customer User Groups and meetings to provide support and updates from the occurrences on the site.
• Productively react to changing priorities, organizational support, and administrative duties.
• Develop and collaborate on complex projects as requested by Upper Management.
• Including, but not limited to, any other duties assigned by the Service Manager/Upper Management.

Requirements

• Degree in engineering, Electromechanical engineering, or a related field.
• 2+ years’ experience in supervisor positions.
• Hands‑on experience with mechanical, electrical, and software troubleshooting.
• Strong time management, workforce planning, and prioritization skills.
• Willing to work outside of business hours depending on business needs.
• Strong conflict resolution, customer negotiation, and mentoring skills.
• Proven ability to enforce accountability and create a team‑oriented culture.
• Previous experience providing direction and guidance to lower‑level staff.
• Experience in the development of the current process, full understanding of the future vision for standard work instructions, toque tools, and assembly tooling are required as well.
• Knowledge of current technology and state‑of‑the‑art in a wide variety of disciplines with familiarity in electronic controls, high‑speed assembly operations, standards development, statistical engineering, OSHA, and FDA validation requirements.
• Smartsheet, Microsoft Office Suite (Excel, Word, PowerPoint).
• Ability to travel up to 50% (Domestic & International) based on business needs.
• Solid people management skills needed to hire, develop and lead direct reports.

Physical requirements

• Must be able to lift and carry up to 50 lbs.
• Must be able to stand for long periods of time.
• Must be able to climb ladders and scaffoldings and use personal protective equipment.
• Must be able to work in awkward positions and in confined spaces.