Field Services Incident Manager

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

Job Functions

Field Services Incident Management's role is to support Technical Service team to oversee all cases that require Field Engineer intervention and to ensure Field Engineer, internal or external, resources are always available.

Workflow

1) Engage TRT field engineer or service partner engineer, should TRT field engineer is not available, tickets require onsite intervention.

• Negotiating and engaging the appropriate service partner for the ticket considering the cost, SeP capability and the complexity of the ticket.
• Request approval to issue purchase order for the payment of service partner engineers (SePs).
• Coordinate with accounts to process the service partner purchase order
• Coordinate with accounts and ensure service partners are paid on time.
• Resolve disputes with SePs
• Blacklist SePs that perform below par.
• Engaging the appropriate field engineer for the ticket considering FE capability, FE Access, and the complexity of the ticket.
• During outside business hours, request OOH (out of office hours) approval before engaging in the activity.
• Check the activity summary from the field engineer and only close the task if the summary is complete.

2) Coordinate with field services team lead for locations that require additional service partners or field engineer.

• 1) Ensure all site visits are completed within the agreed SLA of the customer. Any potential missed SLA should be escalated to team leader.
• 2) Ensure all service partner engineers are sent to sites with PO.
• 3) Ensure all TRT field engineers are sent to site with task and OOH approval for OBH engagement.
• 4) Ensure accurate & timely issuance of purchase order requests (PORs) for SePs and OOH approval request for TRT FE.
• 5) Create daily/weekly/monthly reports for managed services clients
• 6) Documentation of problem resolution into TRT’s knowledge base
• 7) Continuously learn additional technical and non-technical skills
• 8) Compliance with company policy

Requirements

• Excellent in MS Excel, and Outlook
• Prior experience in business development, sales, partnerships, community management, and other relevant roles
• Strong written and verbal communication skills, ability to communicate with individuals from a variety of countries and locations.
• Must have 3-5 years of experience handling IT system hardware break fix
• Willing to work in shifting schedule
• Willing to be assigned in Clark Global City, Philippines TRT office