Senior Field Service Engineer (Lead)

Overview

Working location : Kuala Lumpur (may need to travel within Klang Valley occasionally)

Working hours : Normal business hours

Role Summary : We are seeking a highly skilled and experienced Senior Field Service Engineer to lead a team of engineers in providing advanced on-site technical support for hardware, software, printers, and networks. The ideal candidate will act as the final escalation point for complex issues, oversee project rollouts, mentor junior engineers, and ensure consistent compliance with Service Level Agreements (SLAs). This role requires strong leadership, technical expertise, and a customer-focused approach to deliver high-quality service and satisfaction.

Key Responsibilities

• On-site Technical Support : Lead the team in resolving technical issues related to desktop hardware, applications, email, printers, and networks.
• Final Escalation Point : Act as the final escalation point for complex problems, ensuring timely and effective resolution.
• Installation and Configuration : Oversee the installation, configuration, and support of MS Windows OS, applications, and hardware setups.
• Adherence to Standards : Ensure adherence to best practices and company standards.
• Break / Fix Troubleshooting : Manage and resolve escalated technical issues with advanced troubleshooting and problem-solving expertise.
• Moves, Adds, and Changes : Supervise hardware / software updates, relocations, and changes to ensure smooth implementation with minimal disruptions.
• Preventive Maintenance : Lead proactive maintenance efforts to optimize system performance and prevent future issues.
• Escalations and Collaboration : Handle escalated issues, collaborating with senior management and external vendors as needed.
• Team Leadership and Mentorship : Provide day-to-day leadership to the field service team, mentoring junior engineers and fostering a collaborative work environment.
• Project Rollouts and Installation : Lead project rollouts and system installations, ensuring timely delivery and customer satisfaction.
• SLA Compliance : Ensure team performance consistently meets or exceeds SLA targets; monitor compliance and implement strategies to improve response and resolution times.
• Team Development : Promote continuous learning and encourage team members to pursue certifications and enhance technical skills.
• Ad Hoc Responsibilities : Perform other tasks as assigned by management to support team objectives and business needs.

Key Requirements

#J-18808-Ljbffr