Kerja Sepenuh Masa Field Service Manager, Gaji tinggi MYR 10,000 di Vision Diagnostic Selangor - Maukerja

JOB DESCRIPTION

Field Service Manager – EUC
Location: Dataran Hamodal, Petaling Jaya, Selangor
Employment Type: Contract / Permanent (6 months probation, depending on suitability)
Salary: RM7,000 – RM10,000
Reporting To: Senior Manager / Service Delivery Director, EUC
Travel: Up to 50% within Klang Valley

About the role

We are looking for an experienced Field Service Manager – EUC to lead and manage an End User Computing (EUC) field services team, ensuring high-quality technical support and customer service delivery across customer environments.

This role requires a candidate with strong technical experience in an EUC / Field Services environment, preferably someone who has progressed from a Technical Engineer / Field Engineer into a Service or Field Service Management role.

This is not a general Service Manager position. Candidates should have direct experience managing EUC field service operations, technical teams, customer environments and complex IT projects.

What You'll Be Doing

Manage EUC field service operations by:

• Lead and manage the field services team to deliver high-quality customer support
• Develop and implement workflows, processes and service procedures for the field service team
• Establish team goals, performance objectives and service standards
• Monitor team performance and identify areas for improvement
• Investigate and resolve issues arising from substandard performance
• Ensure team members comply with company policies, procedures and service standards
• Provide day-to-day guidance and support to field service personnel

Develop and improve technical service capabilities by:

• Identify technical and customer service skill gaps within the team
• Develop training and skill enhancement programmes for service personnel
• Provide technical guidance and coaching to field service staff
• Ensure service personnel are properly trained to meet customer and service objectives
• Promote continuous improvement across technical and customer service capabilities

Manage customer service and stakeholder relationships by:

• Act as a key escalation point for customer enquiries and service issues
• Proactively address customer concerns and resolve service-related issues
• Obtain and monitor customer feedback to identify improvement opportunities
• Maintain strong relationships with customers, internal teams and key stakeholders
• Ensure consistent delivery of high-quality customer service
• Maintain professional standards and service integrity across customer environments

Manage employee performance and team development by:

• Support performance reviews, goal setting and skill enhancement activities
• Identify and resolve employee concerns and complaints
• Coach, mentor and motivate field service personnel
• Address performance issues and implement appropriate corrective actions
• Support recruitment and selection of new field service professionals
• Ensure new and existing team members are adequately trained

Manage resource planning and deployment by:

• Work closely with the Field Service Coordinator on resource identification and planning
• Ensure sufficient resources are available to meet customer and operational requirements
• Coordinate manpower allocation across customer sites and service requirements
• Optimize field service resources based on workload and project requirements

Support IT projects and service delivery initiatives by:

• Manage and participate in complex IT / EUC projects
• Coordinate cross-functional teams throughout project implementation
• Support project planning, execution and delivery
• Monitor project progress, resources and service quality
• Ensure project and operational activities are delivered according to agreed requirements
• Identify and resolve operational or technical issues that may impact project delivery
• Work closely with technical, operational and management teams to ensure effective service delivery and customer satisfaction
• Demonstrate strong leadership, customer service and professional conduct across all field service activities

What We're Looking For

Diploma / Bachelor's Degree in:

• Information Technology
• Computer Science
• Business Management
• Other relevant disciplines
• Minimum 5 years of directly relevant experience within an EUC, Field Services or IT Services environment
• Strong experience managing complex IT field service operations and/or projects
• Strong EUC technical background with practical experience in areas such as:
• End User Computing (EUC)
• Desktop / End User Support
• Field Services
• Hardware and software deployment
• IT infrastructure support
• Technical troubleshooting
• Onsite technical support
• Enterprise IT environments
• Candidates who have progressed from a Technical Engineer / Field Engineer into a Service Manager, Field Service Manager or similar management position are highly preferred
• Demonstrated experience leading technical / field service teams
• Demonstrated success in customer support and/or field engineering environments
• Strong experience managing complex IT projects, operations and service delivery activities
• Experience working with cross-functional teams and multiple stakeholders
• Strong customer relationship and escalation management skills
• Excellent verbal and written communication skills, with good command of English
• High attention to detail with strong organizational and problem-solving abilities
• Ability to manage multiple priorities, projects and deadlines effectively
• Flexible and comfortable working in a fast-changing and evolving business environment
• Strong interpersonal skills with the ability to work effectively with customers, technical teams and management
• Strong work ethic, leadership capability and drive to achieve service objectives
• Must be willing to travel between customer sites and HQ within the Klang Valley, with up to 50% travel depending on operational requirements

Preferred Candidate Profile

• Strong EUC Field Services background
• Technical Engineer / Field Engineer → Service Manager career progression
• Experience managing field service / technical teams
• Strong technical foundation rather than purely administrative management experience
• Experience handling customer escalations and service delivery
• Experience managing complex IT projects and operations
• Strong stakeholder and cross-functional team management
• Good command of English
• Comfortable with frequent customer-site engagement and travel within Klang Valley

Pay: RM7,000.00 - RM10,000.00 per month

Benefits:

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

Work Location: In person