Field Service Lead

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Date: 14 Jun 2024

Location: Meiban, SG

Company: Network For Electronic Transfers (S)

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 130,000 acceptance points in the country as well as online payments.

Position Overview
  • To lead a team of approximately 25 Field Engineers and 1 Field Planning Officer

Key Responsibilities
  • Team Leadership: Assist in overseeing the Field Service team in their daily operations such as resource planning, job scheduling, job fulfillment and fault call.
  • Service Delivery Coordination: Collaborate with the Service Delivery Team to ensure services are delivered within SLAs.
  • Technical Issue Management: Address technical issues to ensure terminals function correctly at deployment.
  • Customer Complaint Handling: Attend to customer complaints, conduct root cause analysis, implement immediate corrective actions, and preventive measures to closure.
  • Skill Development: Ensure all technicians have the necessary skills for their scope of work.
  • Training Documentation: Work with relevant team members to maintain, update, and enhance operation training, troubleshooting, and configuration guides for technicians.
  • Process Improvement: Continuous improvement and support the design, implementation, and evaluation of field service support processes, policies, and procedures for productivity.
  • Reporting: Consolidate data, prepare and submit reports for review and attend meetings as required.
  • Continuity Planning: Support the maintenance of an effective continuity plan.
  • Pass Applications: Assist in handling pass applications for technicians (Airport, Government sector).
  • Test Cards / Cash Cards Applications: Manage the application and distribution of test cards and cash cards for technicians and ensure they have necessary tools for their field services.
  • System Coordination: Communicate and liaise with relevant departments and external vendors for new systems or system enhancements, support user acceptance testing (UAT), and production testing.
  • 2nd Level Support: Provide 2nd level support for CTS Merchant’s profile and parameter setup in internal systems.

Requirements
  • Degree/Diploma in Technical Engineering or NITEC
  • At least 5 years of Technical Support Operation experience required with a minimum of 2 years in a supervisory position.
  • Team Player with effective communication skills and a strong analytical mind.
  • Able to work extended hours, if required, subject to the dynamic field operation environment.
  • Good in Microsoft excel, power point is required.
  • Proactive individual with a hands-on approach in managing field service operations, ensuring team efficiency and high-quality service delivery.
  • Class 3 driving license is required.

Network for Electronic Transfers (Singapore) Pte Ltd.