Responsibilities
* Lead a team of Field Service Engineers (FSE) & Workshop Operators in providing high quality services and fostering a collaborative and productive environment.
* Calculate the annual hourly rate and manage within the cost center budget for Field Service & Workshop.
* Plan, analyze and optimize the utilization of Field Service and Workshop to ensure high productivity (positive coverage difference).
* Ensure compliance with EHS standards and regulations to maintain a safe working environment and promote safety attitude throughout the Field Service & Workshop team.
* Proactively seek feedback from customers post execution of jobs and regularly visit customers to improve quality of services provided.
* Responsible for updating the skills matrix as well as the continuous development and upskilling of Field Service Engineers & Workshop Operators.
* Support internal stakeholders, and related departments with technical and Field Service operations knowledge.
* Promote continuous improvement initiatives in Field Service & Workshop operations.
* Drive back-office function transformation and integrate the quotation and order processing functions into GBS Service Operations.
Qualifications
* Bachelor's degree in Engineering (Mechanical / Process / Industrial), Business Administration or similar.
* Minimum 8 years of experience in after sales service operations in manufacturing industries.
* At least 5 years of experience management of Field Service team. Experience as Field Service Engineer is of advantage.
* Proficiency in SAP, field service management software and tools for scheduling, reporting, and resource allocation is a plus.
* Regional experience of the Singapore, Malaysia and Sri Lanka markets.
* Proficient in spoken and written English and Bahasa Melayu.
* Knowledge of Chinese is of advantage.
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