- Geylang Southeast (Singapore) Singapore
Full Time Field Service Associate Jobs, Salary up to SGD 4,000 in NETWORK FOR ELECTRONIC TRANSFERS (SINGAPORE) PTE LTD Southeast (Singapore) - Maukerja
Field Service Associate
NETWORK FOR ELECTRONIC TRANSFERS (SINGAPORE) PTE LTD
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Job Description
Responsibilities
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.
The NETS Group
The NETS Group is a leading payments services group, enabling digital payments for merchants, consumers and banks across the entire payments value chain.
The Group operates Singapore’s national debit scheme enabling customers of DBS Bank/POSB, HSBC, Maybank, OCBC Bank, Standard Chartered Bank and UOB to make payments using their ATM cards or mobile devices at more than 102,000 acceptance points in the country as well as online payments.
The NETS network also accepts NETSPay, UnionPay and BCA cards, and includes 40,000 Unified POS terminals and 55,000 QR acceptance points. NETS is also the issuer of CashCard and Flashpay cards.
The NETS Group manages and operates the clearing and payment infrastructure for the Singapore Clearing House Association and core electronic transfer services FAST, Inter-bank GIRO and PayNow.
It is the market leader for payment and clearing solutions (Real-Time Gross Settlement system and Cheque Truncation System) in the region with some S$1 trillion in transaction value processed through its systems every year.
NETS is a member of the Asian Payment Network and a council member of UnionPay International.
Towards a cashless society
In 1985, Singapore embarked on an ambitious plan to push the country towards becoming a cashless society.
The introduction of Interbank GIRO (enabling the public to pay their bills electronically) and the implementation of the NETS debit scheme (allowing consumers to make purchases at retail stores with just a card and PIN) were the start of a more-than-30-year journey that has seen numerous cashless payment innovations added to Singapore’s economy.
Today, NETS is an integral part of daily life in Singapore. From shopping to transport, paying bills and fees, or transferring money, NETS ensures that payments are made swiftly and securely each and every time.
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.
The NETS Group
The NETS Group is a leading payments services group, enabling digital payments for merchants, consumers and banks across the entire payments value chain.
The Group operates Singapore’s national debit scheme enabling customers of DBS Bank/POSB, HSBC, Maybank, OCBC Bank, Standard Chartered Bank and UOB to make payments using their ATM cards or mobile devices at more than 102,000 acceptance points in the country as well as online payments.
The NETS network also accepts NETSPay, UnionPay and BCA cards, and includes 40,000 Unified POS terminals and 55,000 QR acceptance points. NETS is also the issuer of CashCard and Flashpay cards.
The NETS Group manages and operates the clearing and payment infrastructure for the Singapore Clearing House Association and core electronic transfer services FAST, Inter-bank GIRO and PayNow.
It is the market leader for payment and clearing solutions (Real-Time Gross Settlement system and Cheque Truncation System) in the region with some S$1 trillion in transaction value processed through its systems every year.
NETS is a member of the Asian Payment Network and a council member of UnionPay International.
Towards a cashless society
In 1985, Singapore embarked on an ambitious plan to push the country towards becoming a cashless society.
The introduction of Interbank GIRO (enabling the public to pay their bills electronically) and the implementation of the NETS debit scheme (allowing consumers to make purchases at retail stores with just a card and PIN) were the start of a more-than-30-year journey that has seen numerous cashless payment innovations added to Singapore’s economy.
Today, NETS is an integral part of daily life in Singapore. From shopping to transport, paying bills and fees, or transferring money, NETS ensures that payments are made swiftly and securely each and every time.
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