Field Service Engineer

Company Description

Innovatz Global, headquartered in Malaysia, is a leading Management Consulting and Technology Services company with a global presence in countries like the U.S., China, India, Australia, and more. The company employs over 500 skilled experts, including Subject Matter Experts, Project Managers, and Technology Specialists. Innovatz Global has over 8 years of experience providing IT Services, Innovative Staffing Solutions, and enabling digital transformation with a Human-Centered Design approach. They are recognized for delivering cutting-edge solutions to Fortune companies worldwide, driving productivity and agility through services such as Cloud Computing, IT Consulting, and Software Development.

Role Description

This is a full-time, on-site Field Service Engineer position based in Singapore. The primary responsibilities include installing, maintaining, and troubleshooting electrical or mechanical equipment at client sites. This role also involves conducting preventive maintenance, providing technical support, and ensuring customer satisfaction by delivering timely and effective resolutions to technical issues. The Field Service Engineer will frequently interact with clients to understand their needs and provide solutions that align with company standards.

Qualifications

Manage field services team to provide optimum customer services.

Develop workflow for the field service team.

Assist in goal setting, skill enhancement and performance reviews activities for field service staffs.

Investigate and resolve any issues resulting from substandard performance.

Ensure company policies and procedures are followed by the team members.

Provide training to service staff as needed.

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

Develop programs to improve technical and customer service skills of service staffs.

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

Identify and resolve employee concerns/complaints.

Maintain positive and healthy relationship with various teams to ensure customer service effectiveness.

Support service teams in achievement of service goals.

Assist in interviewing and hiring new professionals.

Ensure that the resources are properly trained to meet service objectives.

Help the field service coordinator in resource identification and planning.

Demonstrate outstanding customer service through maintenance of high quality and integrity at work environment.

Requirements:

Diploma, Bachelor's Degree in I.T. or Business Management or equivalent.

5+ years experience in directly related field services environment managing complex projects and/or operations in IT industry

Demonstrated success in managing complex projects;

High attention to detail

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

Self-manages time and priorities well, juggle multiple projects, and consistently meet deadlines

Adheres to high standards of professional conduct

• Up to 50% travel required within Klang Valley