Field Service Team Lead - Ops & Escalations

Network For Electronic Transfers (S); Singapore; On-site; SGD 45,000 - 60,000; Full time

Job summary

Network for Electronic Transfers (Singapore) Pte Ltd. seeks a Field Service Associate to lead a team of about 20 Field Engineers, directing field service operations and ensuring timely deployment and fault resolution.

You will plan resources, schedule jobs, support escalations, and drive improvements in service quality while coordinating with internal stakeholders to meet SLAs and customer satisfaction.

Qualifications

• Diploma or degree in technical engineering or related field.
• 3–5 years of field service experience, with 1–2 years in a supervisory role.
• Strong knowledge of field service operations and customer support.
• Experience troubleshooting and resolving technical issues.

Responsibilities

• Oversee daily field service operations, including resource planning, scheduling, service fulfilment and fault management.
• Ensure technicians perform timely service delivery in line with SLAs.
• Provide technical guidance and escalation support for field service and system issues.
• Handle customer complaints and perform root cause analysis with corrective actions.
• Develop team capabilities and maintain operation training and guides.
• Manage test cards, cash cards, tools and other field resources.
• Provide Level 2 support for CTS merchant profile maintenance and configurations.
• Prepare monthly operational reports and support departmental administration.

Skills

Teamwork

Communication

Analytical thinking

Proactive

Problem-solving

Education

Diploma or Degree in Technical Engineering or NITEC

Tools

Microsoft Excel

PowerPoint

Job description

Network for Electronic Transfers (Singapore) Pte Ltd. seeks a Field Service Associate to lead a team of about 20 Field Engineers, directing field service operations and ensuring timely deployment and fault resolution.

You will plan resources, schedule jobs, support escalations, and drive improvements in service quality while coordinating with internal stakeholders to meet SLAs and customer satisfaction.