Field Service Operations Lead

NETWORK FOR ELECTRONIC TRANSFERS (SINGAPORE) PTE LTD; Singapore; Vor Ort; SGD 42.000 - 60.000; Vollzeit

Zusammenfassung

NETWORK FOR ELECTRONIC TRANSFERS (SINGAPORE) PTE LTD is seeking a Field Service Associate to lead a team of about 20 Field Engineers and oversee daily field operations, resource planning, scheduling, service delivery, and fault resolution. The role provides technical guidance, handles escalations, and drives continuous improvement in service quality and customer satisfaction.

The incumbent will lead customer issue resolution, ensure training and documentation are up to date, and coordinate with

Qualifikationen

• Diploma or Degree in Technical Engineering or NITEC, or a related discipline.
• 3 to 5 years of field service experience, with 1–2 years in a supervisory capacity.
• Strong knowledge of field service operations and customer support.
• Experience in troubleshooting and resolving technical issues.

Aufgaben

• Team Leadership & Operations: Assist the Manager in overseeing daily field service operations, including resource planning, job scheduling, service fulfilment, fault call management, and team performance.
• Service Delivery Coordination: Ensure Field Service Technicians perform timely and effective service delivery in accordance with SLAs.
• Technical Support & Escalation Management: Provide technical guidance, resolve deployment and operational issues, and serve as escalation point for complex matters.
• Customer Complaint Handling: Manage customer complaints and escalations by conducting root cause analysis and corrective actions.
• Skill Development: Ensure technicians are trained and supported with updated documentation.
• Training Documentation: Maintain operation training, troubleshooting, and configuration guides for technicians.
• Resource & Asset Management: Administer test cards, cash cards, tools, and other resources for field activities.
• Systems & Level 2 Support: Provide Level 2 support for merchant profile maintenance, parameter setup, and related configurations.
• Reporting & Administration: Support monthly operational reports and related administrative duties.

Kenntnisse

Team Leadership

Field Service Operations

Communication

Analytical problem-solving

Scheduling

Customer Support

Training & Documentation

Ausbildung

Diploma or Degree in Technical Engineering or NITEC

Tools

Microsoft Excel

PowerPoint

Jobbeschreibung

NETWORK FOR ELECTRONIC TRANSFERS (SINGAPORE) PTE LTD is seeking a Field Service Associate to lead a team of about 20 Field Engineers and oversee daily field operations, resource planning, scheduling, service delivery, and fault resolution. The role provides technical guidance, handles escalations, and drives continuous improvement in service quality and customer satisfaction.

The incumbent will lead customer issue resolution, ensure training and documentation are up to date, and coordinate with