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Head of Field Service

Head of Field Service

Maxis Broadband Sdn BhdKuala Lumpur, Kuala Lumpur, Malaysia
15 jam yang lalu
Penerangan pekerjaan

We are seeking an experienced and dynamic leader to head our Field Service team for Enterprise customers. The successful candidate will be responsible for leading the regional field operations team, ensuring the deployment, maintenance, and restoration of customer premise equipment (CPE) across enterprise customers. The role requires a strong leader who can drive operational excellence, ensure service reliability, and foster a culture of continuous improvement.

What you will be accountable for :

Leadership & Operational Oversight

  • Lead and manage regional Field Service teams and vendor partners to deliver high-quality enterprise site installations, preventive maintenance, and fault restoration.
  • Develop and execute the Field Operations strategy to support enterprise growth, meet SLA commitments, and promote a proactive service culture.
  • Ensure effective resource planning, training, and deployment to achieve 24×7 coverage across all service regions.
  • Foster a safety-first and quality-driven culture within internal teams and subcontractors.

Service Delivery & Performance Management

  • Oversee the installation, testing, and commissioning of CPE.
  • Ensure rapid fault response, on-site diagnosis, and equipment replacement within SLA to minimize downtime.
  • Drive preventive maintenance programs to improve network uptime and reduce field incidents.
  • Establish & monitor performance KPIs for turnaround time, first-time fix rate, and site readiness.
  • Manage escalation for critical incidents and ensure timely restoration with minimal customer impact.
  • Oversee the performance of field partners, subcontractors, and logistics providers to ensure adherence to SLA, quality, and safety standards.
  • Define and manage vendor governance framework, including performance reviews, escalation paths, and penalty / reward mechanisms.
  • Collaborate with Supply Chain and Procurement on spare management, inventory control, and vendor contract compliance.

    • Cross-Functional Collaboration

  • Work closely with MSOC (L1 / L2), Service Management, and Project Delivery teams to ensure seamless coordination between proactive monitoring and field response.
  • Partner with Network Engineering and Service Assurance to validate root causes and close chronic field issues.
  • Support Account Managers and Service Managers with customer site insights and incident summaries for key accounts.
  • Lead field digitalization initiatives (e.g., mobile workforce apps, e-ticketing, GPS tracking, digital proof of service).
  • Implement data-driven performance analytics to improve dispatch efficiency and field visibility.
  • Drive standardization of field procedures, documentation, and certification across all field personnel.
  • Contribute to new technology readiness (e.g., SD-WAN rollout, Wi-Fi optimization, fiberization projects).

    • Performance Metrics

    The success of this role will be measured by the following key performance indicators :

  • Achieving ≥98% SLA compliance for field response and restoration timelines.
  • Reducing repeat site incidents and increasing the first-time fix rate to >

    • 90%.

  • Improving uptime and enhancing customer satisfaction through measurable improvements in service delivery.

    • What do you require for the role?

  • Bachelor’s Degree in Telecommunications, Electrical / Electronic Engineering, or a related discipline.
  • 8–10 years of experience in field operations or service delivery for telecommunications or enterprise services.
  • Minimum 5 years in a managerial or leadership role overseeing regional field teams.
  • Familiarity with SD-WAN, broadband, and IP network equipment (e.g., Cisco, Fortinet) is preferred.
  • ITIL certification is advantageous; Safety & Quality certifications are desirable.
  • Strong leadership and people management skills across distributed field teams.
  • Deep understanding of network infrastructure, access technologies, and CPE lifecycle management.
  • Proven expertise in field service operations, vendor governance, and SLA delivery.
  • Analytical, structured, and data-driven in problem-solving and performance improvement.
  • Excellent communication and stakeholder management skills across technical and business teams.

    • What’s next?

  • Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
  • Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

    • Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.

    #J-18808-Ljbffr

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