Field Service Manager

Job Description:

• Support service teams in achievement of service goals.
• Assist in interviewing and hiring new professionals.
• Ensure that the resources are properly trained to meet service objectives.
• Help the field service coordinator in resource identification and planning.
• Demonstrate outstanding customer service through maintenance of high quality and integrity at work environment.
• Manage field services team to provide optimum customer services.
• Develop workflow for the field service team.
• Assist in goal setting, skill enhancement and performance reviews activities for field service staffs.
• Develop programs to improve technical and customer service skills of service staffs.
• Address customers’ enquiries, resolve issues and obtain customers feedbacks proactively.
• Identify and resolve employee concerns/complaints.
• Maintain positive and healthy relationship with various teams to ensure customer service effectiveness.

Job Requirements:

• Diploma, Bachelor's Degree in I.T. or Business Management or equivalent.
• 5+ years’ experience in directly related field services environment managing complex projects and/or operations in IT industry
• Demonstrated success in managing complex projects;
• Demonstrated success in customer support and/or field engineering
• Demonstrated success leading and participating in cross-functional teams
• Ability to communicate both orally and in writing in various
• Self-manages time and priorities well, juggle multiple projects, and consistently meet deadlines
• Adheres to high standards of professional conduct
• Up to 50% travel required within Klang Valley