Field Services Incident Manager

TRT; Philippines; On-site; PHP 600,000 - 800,000; Full time

Job summary

TRT is seeking a Field Services Incident Management specialist in Clark Global City, Philippines. The role involves overseeing cases that require Field Engineer intervention and ensuring resources are available. Responsibilities include negotiating with service partners, issuing purchase orders, and ensuring site visits meet customer SLAs.

The ideal candidate has 3-5 years of IT system handling experience, excellent MS Excel skills, and the ability to work in a shifting schedule. Strong communication skills are essential to interact with various stakeholders.

Qualifications

• Strong skills in MS Excel and Outlook.
• 3-5 years of experience handling IT system hardware break fix.
• Willingness to communicate with a diverse range of individuals.

Responsibilities

• Support Technical Service team and oversee cases needing Field Engineer intervention.
• Negotiate and engage service partners for onsite interventions.
• Ensure completion of site visits within agreed SLA.

Skills

Excellent in MS Excel

Strong written and verbal communication

Experience in business development

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