Field Service Manager

Field Service Manager (Managing Projects in EUC team)

Reporting To : Head of EUC Service Delivery

Office Location: Dataran Hamodal, PJ (minimal travelling within Klang Valley is required)

Employment Type: Contract - 12months (renewable or possibility converting to permanent

employee subjects to satisfactory performance)

Salary Range: RM7k – RM10k

Race: Open

Gender: Preferably male candidate

** Relevant working Experience in EUC field services environment is an important criteria to

ensure successful fit.

Role & Responsibilities

• Manage field services team by developing workflow to provide optimum customer services.

• Assist in goal setting, skill enhancement and performance reviews activities for field services

employee.

• Provide support and guidance to service staff to ensure timely and quality customer services.

• Address customers’ enquiries, resolve issues and obtain customers feedbacks proactively.

• 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.

Project Management:

• Project management engagement for small and mid-size projects within the business tower.

• Manages the project deliverables in accordance with CTC PMO/EUC standard project

management methodology of initiation, execute and closure throughout the project lifecycle

comprises of.

▪ Project Definition

▪ Site Assessment Plan

▪ Design and develop &/or configuration architecture.

▪ Build testing and commissioning.

▪ Operational document

▪ Project handover to operation

• Works with internal sales team, pre-sales, legal team, and delivery team to develop the project

implementation plan for CTC client project management engagement.

• Monitoring & control the project tasks comprises of:

▪ Identifies, tracks, monitors, and communicates project-related issues, scope changes,

variances and contingencies that may arise during the implementation stage.

▪ Perform constant reporting to project stakeholders through project team meeting in

ensuring quality of project maintained.

▪ Prepares and presents oral and/or written project management status reports.

▪ Perform notification to next level of the project hierarchy reporting level for any issue/s

and problems that would impact the project triple constraint (on cost, scope, and

schedule change).

• Prepares project billing documents upon acceptance sign-off by customers and updates the

status on project status dashboard for reporting every mid and end of the month.

Requirements:

• 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