Field Services Incident Manager

2 weeks ago

San Fernando, Central Luzon, Philippines TRT Shared Services, OPC Full time

THIS ROLE IS A WORK FROM OFFICE SET UP OUT OF CLARK GLOBAL CITY PAMPANGA PHILIPPINES

Job Functions

Field Services Incident Management's role is to support the Technical Service team to oversee all cases that require Field Engineer intervention and to ensure Field Engineer, internal or external, resources are always available.

Workflow:

  1. Engage TRT field engineer or service partner engineer, should TRT field engineer not be available, tickets require onsite intervention.
    1. For Service Partner Engineer (SePs):
      • Negotiate and engage the appropriate service partner for the ticket considering the cost, SeP capability, and the complexity of the ticket.
      • Request approval to issue a purchase order for the payment of service partner engineers (SePs).
      • Coordinate with accounts to process the service partner purchase order.
      • Coordinate with accounts and ensure service partners are paid on time.
      • Resolve disputes with SePs.
      • Blacklist SePs that perform below par.
    2. TRT Field Engineer (FE):
      • Engage the appropriate field engineer for the ticket considering FE capability, FE Access, and the complexity of the ticket.
      • During outside business hours, request OOH (out of office hours) approval before engaging in the activity.
      • Check the activity summary from the field engineer and only close the task if the summary is complete.
  2. Coordinate with the field services team lead for locations that require additional service partners or field engineers.

Deliverables Required:

  1. Ensure all site visits are completed within the agreed SLA of the customer. Any potential missed SLA should be escalated to the team leader.
  2. Ensure all service partner engineers are sent to sites with PO.
  3. Ensure all TRT field engineers are sent to site with task and OOH approval for OBH engagement.
  4. Ensure accurate & timely issuance of purchase order requests (PORs) for SePs and OOH approval request for TRT FE.
  5. Create daily/weekly/monthly reports for managed services clients.
  6. Document problem resolution into TRT's knowledge base.
  7. Continuously learn additional technical and non-technical skills.
  8. Compliance with company policy.

Requirements:

  • Excellent negotiation skills.
  • Excellent in MS Excel and Outlook.
  • Prior experience in business development, sales, partnerships, community management, and other relevant roles.
  • Strong written and verbal communication skills, ability to communicate with individuals from a variety of countries and locations.
  • Must have 3-5 years of experience handling IT system hardware break fix.
  • Willing to work in a shifting schedule.
  • Willing to be assigned in Clark Global City, Philippines TRT office.

THIS ROLE IS A WORK FROM OFFICE SET UP OUT OF CLARK GLOBAL CITY PAMPANGA PHILIPPINES

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