Field Service Manager Jobs

JOB PURPOSE/MISSION:

· Support digitalisation of Field Services

· Implement field service strategy in Indonesia

· Deliver hardware-related services to customers within SLA

· Maintain strong relationships with customers, suppliers, and service providers

· Responsible for achieving revenue targets and cost efficiency.

· Lead a local team to the best productivity

· Collaborate with the As-A-Service team to implement Group strategy in hardware Service

Key Responsibilities:

Field Services Delivery:

• Manage the outsourcing partners for services, define and execute outsourcing strategy to balance service levels with costs and liabilities
• Successful field servicing delivery - SLA achievement and high level of customer satisfaction
• Manage the development process of new service offerings from concept to active implementation
• Coordinate with marketing and sales to put in place a coherent industrial offering for services
• Monitor productivity, efficiency and cost performance metrics
• Provide resource and capacity management for specific issues or servicing opportunities
• Implementation and identification of field operational solutions, processes and tools utilized in the field servicing with the aim of enhancing operational effectiveness

Financial Responsibilities:

• Estimating operational requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions
• Reduce costs and streamline processes without adversely impacting the client experience
• Ensure delivery processes are efficient and cost-effective
• Provides profit & loss statement reporting
• Ensure revenue targets are met

Team Management:

• Facilitate training and continuous development initiatives to build both internal and external skilled and high-performing team

COMPETENCY SPECIFICATION

Core Competencies:

· Experience in field servicing for manufacturing and payment industry products

· Knowledge of performance evaluation and customer service metrics

· Tech Savvy, experience with remote/online support (chatbot, digital tool implementation…)

· Resource and Capacity Management

· Asset and Stock Management

· Planning and Organising

· Capable of handling multi-tasks

· Result oriented

Functional competencies:

· Excellent organizational and leadership skills with a problem-solving ability

· Experience in customer service is required

· Excellent in communication skills

· Self-Management

Languages (good level required / advantage):

· English

· Bahasa

Management Ability / Education Qualifications / Experience Requirements:

· Candidates must possess at least a Bachelor’s/College degree in any of the following fields

o Operations Management

o Industrial Engineering

o Business Management & Administration

· Minimum 5-8 years’ experience in Operations Management and Field Service-related industry.

· Proficient in MS Office