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Service Delivery and Quality Control Manager

3 weeks ago

Klang, Selangor, Malaysia CTC GLOBAL SDN BHD Full time
Service Delivery Excellence:

We are seeking a seasoned Field Service Team Lead to drive service delivery excellence at CTC GLOBAL SDN BHD.

The successful candidate will have extensive experience in IT infrastructure and exceptional leadership and communication skills.

Key Responsibilities:

  1. Leadership and Team Management: Oversee the field service team to deliver exceptional customer services.
  2. Workflow Development: Collaborate with the Field Service Manager to design efficient workflows for the field service team.
  3. Employee Development: Assist in identifying areas for improvement and developing plans to enhance field service employees' skills.
  4. Issue Resolution: Thoroughly investigate and resolve any issues resulting from substandard performance.
  5. Policies and Procedures: Enforce strict adherence to company policies and procedures.
  6. Training and Support: Provide comprehensive on-the-job training and support to field service employees.
  7. Customer Support: Foster long-term customer relationships and provide consistent, high-quality customer services.
  8. Skill Enhancement Programs: Develop customized programs to enhance technical and customer service skills of service employees.
  9. Customer Interaction: Engage with customers to understand their needs and resolve issues promptly.
  10. Employee Concerns: Address employee concerns/complaints in a fair and transparent manner.
  11. Team Collaboration: Build strong relationships with various teams to ensure seamless service delivery.
  12. Service Goals: Contribute to the achievement of service goals through effective teamwork.
  13. Talent Acquisition: Assist in selecting and training new technicians to meet service objectives.
  14. Quality and Integrity: Uphold the highest standards of quality and integrity in all aspects of the job.

Requirements:

  1. Education: Advanced degree in computer science or related field.
  2. Experience: Minimum 5 years of experience in IT infrastructure.
  3. Leadership Skills: Proven track record of leading high-performing teams.
  4. Communication Skills: Excellent written and verbal communication skills.
  5. Organizational Skills: Strong organizational and time management skills.