Field Service Team Lead

Responsibilities:

1. Assist Field Service Manager in managing field service team to provide optimum customer services.
2. Work with FSM to develop workflow for the field service team.
3. Assist FSM in goal setting, skill enhancement, and performance review activities for field service employees.
4. Investigate, escalate, and resolve any issues resulting from substandard performance.
5. Ensure company policies and procedures are followed by the team members.
6. Conduct on-the-job training for field service employees as needed.
7. Provide support and guidance to field service employees to ensure timely and quality customer services.
8. Assist FSM in developing programs to improve technical and customer service skills of service employees.
9. Address customer inquiries, resolve issues, and obtain customer feedback proactively.
10. Identify and escalate employee concerns/complaints to FSM.
11. Maintain positive and healthy relationships with various teams to ensure customer service effectiveness.
12. Support service teams in the achievement of service goals.
13. Assist FSM in interviewing and hiring new technicians and ensure that the resources are properly trained to meet service objectives.
14. Demonstrate outstanding customer service through maintenance of high quality and integrity in the work environment.

Requirements

1. Diploma, Bachelor’s Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.
2. 2 years working experience with knowledge in IT infrastructure works.
3. Ability to work effectively both independently and in a team-based environment.
4. Effective English communication skills including verbal, written, and presentation skills.
5. Strong multi-tasking and organizational skills.