Field Services Incident Manager

TRT Shared Services, OPC; Pampanga; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading company seeks a Field Services Incident Management professional for its Clark Global City office. The role involves coordinating technical services, negotiating with service partners, ensuring timely service delivery, and maintaining documentation. The ideal candidate will have strong negotiation and communication skills with experience in IT hardware systems.

Qualifications

• 3-5 years of experience in IT system hardware break fix.
• Experience in business development, sales, or partnerships is a plus.
• Willing to work in a shifting schedule.

Responsibilities

• Coordinate with field engineers and service partners for ticket resolution.
• Ensure site visits are completed within agreed SLAs.
• Create reports and document problem resolutions.

Skills

Negotiation skills

Communication skills

Proficient in MS Excel

Proficient in Outlook

Job description

**THIS ROLE IS A WORK FROM OFFICE SET UP OUT OF CLARK GLOBAL CITY PAMPANGA PHILIPPINES**

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.

a) For Service Partner Engineer (SePs):

• 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.

b) TRT Field Engineer (FE)

• 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.

Deliverables Required:

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 negotiation skills

· 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

**THIS ROLE IS A WORK FROM OFFICE SET UP OUT OF CLARK GLOBAL CITY PAMPANGA PHILIPPINES**