Field Services Incident Lead — SLA & Field Engineer Coordination

TRT; Central Luzon; On-site; PHP 400,000 - 700,000; Full time

Job summary

TRT in Clark Global City, Philippines, seeks an experienced Field Services Incident Management professional to support the Technical Service team by overseeing field engineer interventions and ensuring resource availability. The role involves engaging service partners, processing POs, and maintaining timely payments while upholding SLAs across multiple sites.

You will coordinate with field services leads, ensure accurate reporting, and maintain TRT knowledge base.

Qualifications

• Experience in business development, sales, partnerships, or community management.
• Strong written and verbal communication with international teams.
• 3–5 years of IT system hardware break-fix experience.
• Willing to work in shifting schedules and a Clark Global City assignment.

Responsibilities

• Engage TRT field engineer or service partner for on-site tickets.
• Negotiate and engage the appropriate service partner considering cost and ticket complexity.
• Request approval to issue purchase orders for SePs and coordinate with accounts.
• Coordinate with accounts to process payment and ensure timely SeP payments.
• Resolve disputes with SePs and blacklist underperforming partners.
• Engage field engineers considering FE capability and ticket complexity.
• Request OOH approval for outside business hours activities.
• Ensure activity summaries are complete before closing tickets.
• Coordinate with field services lead for locations needing more service partners or FEs.
• Ensure site visits meet customer SLA and escalate missed SLAs.
• Send service partners to sites with POs and ensure TRT FEs travel with tasks and OOH approvals.
• Issue PORs for SePs and OOH approvals for TRT FEs.
• Create daily/weekly/monthly reports for managed services clients.
• Document problem resolutions in TRT knowledge base.
• Continuously learn additional technical and non-technical skills.
• Comply with company policy.

Skills

Business development

Sales experience

Partnerships

Community management

Cross-cultural communication

IT hardware break fix

Tools

MS Excel

Outlook

Job description

TRT in Clark Global City, Philippines, seeks an experienced Field Services Incident Management professional to support the Technical Service team by overseeing field engineer interventions and ensuring resource availability. The role involves engaging service partners, processing POs, and maintaining timely payments while upholding SLAs across multiple sites.

You will coordinate with field services leads, ensure accurate reporting, and maintain TRT knowledge base.