Engineer Team Lead

JK TECHNOLOGY PTE LTD; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading technology company in Singapore is seeking a Service Team Lead to oversee a team of Service Engineers and IT Admins. You will be responsible for ensuring timely resolution of service requests, managing team schedules, and maintaining high customer satisfaction levels. The ideal candidate will have strong leadership skills, excellent customer service abilities, and relevant experience in IT service management. This role requires proactive problem-solving and effective communication to liaise between clients and technical staff.

Qualifications

• Requires a Bachelor’s degree or equivalent experience.
• 3-5 years in a related service leadership role.
• Strong leadership and communication are essential.

Responsibilities

• Lead and manage a team of Service Engineers.
• Monitor service requests and ensure timely resolution.
• Handle client complaints and oversee customer satisfaction.

Skills

Leadership

Customer Service

Communication

Organizational Skills

Education

Bachelor’s degree in relevant field

Tools

PC hardware knowledge

Job description

Responsibilities:

• Lead a team of Service Engineers and IT Admins
• Monitor team’s progression on all incoming service requests on hardware or software issues
• Execute all assigned cases effectively and efficiently with a sense of urgency
• Provide timely and effective resolution to service requests and incidents
• Handle high volume of client’s service requests and assigned accordingly to the team
• Handle client’s complaints and ensure customer satisfaction during closure
• Liaise smoothly between internal stakeholder and clients for any sales-related matters
• Provide on and offsite support if needed
• Manage Service Engineers daily schedule
• Manage team’s transportation and phone claim usage
• Assist in other ad-hoc tasks assigned by Technical Manager

Requirements:

• Bachelor’s degree in relevant field or equivalent combination of education and experience
• Minimum 3 to 5 years of related experience
• Motivated and able to initiate work process
• Strong leadership skill with good communication
• Excellent customer service and support skills
• Possess and in-depth knowledge of PC/laptops/notebooks hardware (i.e. knowledge of parts)
• Possess strong organizational skills and ability to prioritize tasks among many competing requests