Field Services Executive

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

The Field Services Executive will be leading and working with around 25 Field Engineers.

Key Responsibilities

• Team Leadership: Assist Manager 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
• 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
• 2nd Level Support: Provide 2nd level support for CTS Merchant’s profile and parameter setup in internal systems

Requirements

Education and Experience

• Diploma & Higher Nitec/Nitec in Technical Engineering
• At least 2 to 3 years of Supervisory Technical Support Operation experience required

Skills and Knowledge

• 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
• Savvy in Microsoft excel and power point
• 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.