Field Service Associate

Position Summary

The Field Service Associate is responsible for leading and managing a team of approximately 20 Field Engineers, ensuring the effective delivery of field service operations and support activities. The role oversees day-to-day field operations, including resource planning, job scheduling, service deployment, and fault resolution, while ensuring compliance with operational standards and service level agreements (SLAs).

The incumbent provides technical guidance and operational leadership to the Field Engineering team, manages escalations and customer issues, drives continuous improvement initiatives, and collaborates closely with internal stakeholders to enhance service quality, operational efficiency, and customer satisfaction. The role also plays a key part in developing team capabilities, maintaining operational readiness, and supporting business objectives through effective field service management.

Responsibilities

• Team Leadership & Operations: Assist the Manager in overseeing daily field service operations, including resource planning, job scheduling, service fulfilment, fault call management, and team performance.
• Service Delivery Coordination: Ensure Field Service Technicians perform timely and effective service delivery in accordance with established SLAs.
• Technical Support & Escalation Management: Provide technical guidance, resolve deployment and operational issues, and serve as the escalation point for complex field service and system-related matters.
• Customer Complaint Handling: Manage customer complaints and escalations by conducting root cause analysis and implementing corrective and preventive actions through to closure.
• Skill Development: Ensure technicians are adequately trained, equipped with the necessary skills, and supported through updated operational, troubleshooting, and configuration documentation.
• Training Documentation: Work with relevant team members to maintain, update, and enhance operation training, troubleshooting, and configuration guides for technicians
• Resource & Asset Management: Administer the application and distribution of test cards, cash cards, tools, and other operational resources required for field service activities.
• Systems & Level 2 Support: Provide Level 2 support for CTS merchant profile maintenance, parameter setup, and related configurations within internal systems.
• Reporting & Administration: Support the Manager in preparing monthly operational reports and handling administrative duties to ensure smooth departmental operations.

Requirements

Education and Experience

• Diploma or Degree in Technical Engineering or NITEC, or a related discipline.
• 3 to 5 years of field service experience, with at least 1 to 2 years in a supervisory or team lead capacity.
• Strong knowledge of field service operations and customer support.
• Experience in troubleshooting and resolving technical issues.

Skills and Knowledge

• Strong team player with excellent communication, interpersonal, and analytical problem-solving skills, with internal or external stakeholders.
• Proactive and hands-on approach to managing field service operations, with a focus on operational efficiency, customer and service excellence.
• Proficient in Microsoft Excel and PowerPoint for reporting, analysis, and presentation purposes.
• Able to work flexible or extended hours when required to support operational and business needs.
• Possession of a Class 3 driving license is an advantage but not mandatory.