Field Service Manager

2 weeks ago


Selangor, Malaysia Ctc Global Sdn Bhd Full time

**Roles & Responsibilities**:

- Develop workflow for the field service team.
- Assist in goal setting, skill enhancement and performance reviews activities for field service staffs.
- Investigate and resolve any issues resulting from substandard performance.
- Ensure company policies and procedures are followed by the team members.
- Provide training to service staff as needed.
- Provide support and guidance to service staff to ensure timely and quality customer services.
- 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.
- Support service teams in achievement of service goals.
- Involve in interviewing and hiring new professionals.
- Ensure that the resources are properly trained to meet service objectives.
- Verify the resource identification and planning arranged by the field service coordinator.
- Demonstrate outstanding customer service through maintenance of high quality and integrity at work environment.

**Education and Experience**:

- Diploma, Bachelor's Degree in I.T. or Business Management or equivalent.
- 5+ years' experience in directly related field managing complex projects and/or operations in high tech industry.
- Demonstrated success in managing complex projects.
- High attention to detail.
- Up to 50% travel required.
- 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.
- Flexibility and comfort with uncertainty as is normal in an emerging business area.
- Interpersonal skills that enable successful cross-functional and customer interaction.
- Possess strong work ethic and drive to succeed.
- Self-manages time and priorities well, juggle multiple projects, and consistently meet deadlines.
- Adheres to high standards of professional conduct.



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