Vision Diagnostic Hiring! Full Time Field Service Team Lead in Selangor, Earn up to MYR 6,000 - Ricebowl

JOB DESCRIPTION

EUC Field Service Team Lead
Location: Dataran Hamodal
Employment Type: Contract (12 months, renewable)
Salary: Up to RM6,000
Reporting To: Field Service Manager / Senior Manager, EUC Service Delivery

About the role

We are looking for an experienced EUC Field Service Team Lead to support the management and delivery of End User Computing (EUC) field service operations.

The role will work closely with the Field Service Manager / Senior Manager to lead field service personnel, ensure service quality, manage customer issues and support the successful execution of daily operations and project rollouts.

Candidates with strong EUC field service experience and project deployment / rollout experience will be highly preferred.

What You'll Be Doing

Lead and support EUC field service operations by:

• Supporting the Field Service Manager in setting team goals, performance objectives and development plans
• Coaching, guiding and motivating field service team members
• Supporting skill enhancement, training and performance review activities
• Ensuring team members consistently meet service quality and operational objectives
• Providing guidance to field service staff to ensure timely and quality customer service
• Ensuring company policies, procedures and service standards are followed

Manage service performance and operational issues by:

• Monitoring field service performance and identifying areas for improvement
• Investigating and resolving issues arising from substandard performance
• Escalating operational and employee-related concerns to the Field Service Manager
• Identifying employee concerns and complaints and providing appropriate support
• Supporting continuous improvement of field service operations

Manage customer relationships and service delivery by:

• Acting as a key point of contact for customer enquiries and operational issues
• Proactively following up on customer concerns and feedback
• Resolving service issues and coordinating with relevant internal teams
• Maintaining strong and positive relationships with customers and internal stakeholders
• Ensuring a consistently high level of customer service and service integrity

Support recruitment and development of field service resources by:

• Assisting the Field Service Manager with interviewing and hiring technicians
• Supporting onboarding and training of new field service personnel
• Ensuring technicians are adequately trained to meet service objectives
• Supporting resource planning based on operational requirements

Project Team Lead Responsibilities

Candidates with project management and rollout experience will be highly preferred.

Coordinate EUC project deployments and rollouts by:

• Coordinating between customers, HQ and field service teams during project implementation
• Developing project plans, timelines and execution schedules
• Defining project goals, objectives and deliverables with key project stakeholders
• Working with the Field Service Manager to establish workflows and provide clear direction to team members
• Coordinating project activities to ensure successful and timely implementation

Manage project resources and stakeholders by:

• Planning and allocating field service resources according to project requirements
• Ensuring sufficient manpower is available to support project deployment
• Identifying the need for external resources where required
• Coordinating and managing external resources throughout project execution
• Organizing project meetings and coordinating schedules with stakeholders

Monitor project progress and quality by:

• Preparing and compiling project status reports for stakeholders
• Tracking project progress against agreed timelines and deliverables
• Conducting onsite audits to ensure project activities are carried out according to the Statement of Work (SOW)
• Ensuring project quality and service standards are consistently maintained
• Conducting post-project evaluations to assess project outcomes and identify areas for improvement
• Demonstrate strong customer service and professionalism throughout field service and project activities
• Work closely with cross-functional teams to ensure effective communication, coordination and project execution

What We're Looking For

Diploma / Bachelor's Degree in:

• Information Technology
• Computer Science
• Business Management
• Other relevant disciplines
• Minimum 3 years of experience in managing complex day-to-day operations and project deployment / rollout activities within an EUC, Field Service or IT Services environment
• Strong experience in EUC field services, technical support or field engineering environments
• Demonstrated experience in managing or participating in complex IT / EUC projects and deployment rollouts
• Project management experience is highly preferred, particularly in:
• Project planning
• Resource planning
• Deployment / rollout coordination
• Project scheduling
• Stakeholder management
• Project reporting
• Onsite project audits
• Post-project evaluation
• Demonstrated ability to lead, coach and motivate technical / field service teams
• Strong customer-facing and problem-solving capabilities
• Experience working with cross-functional teams and multiple stakeholders
• Excellent verbal and written communication skills
• High attention to detail with strong organizational and time-management skills
• Ability to manage multiple projects, priorities and deadlines independently
• Flexible and comfortable working in a fast-changing and evolving business environment
• Strong interpersonal skills with the ability to communicate effectively with customers, technical teams and management
• Strong work ethic, professional conduct and drive to achieve service and project objectives

Preferred Candidate Profile

• Strong EUC / End User Computing background
• Field Service / Field Engineering experience
• Team leadership or supervisory experience
• Project deployment / rollout experience
• Strong customer-facing experience
• Good stakeholder management skills
• Able to manage multiple priorities and deadlines
• Comfortable coordinating both onsite and operational activities

Pay: RM4,000.00 - RM6,000.00 per month

Benefits:

• Dental insurance
• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Vision insurance

Work Location: In person