Leading Field Operations Specialist

11 hours ago

Taguig, National Capital Region, Philippines beBeeTechnical Full time ₱3,750,000 - ₱4,500,000
Lead Technical Operations

The position of Lead Technical Operations is open at a leading organization, where the successful candidate will be responsible for overseeing field technicians and installers. This role involves providing technical support to internal teams and external customers, resolving technical concerns, and continuously improving service metrics.

This includes reviewing service reports, proactively scheduling follow-up calls, and responding to client inquiries in a timely and professional manner via phone or email. Additionally, the successful candidate will identify recurring product or service issues and escalate them to the relevant manager as needed.

To be considered for this role, candidates must possess strong technical knowledge and problem-solving skills, as well as experience in managing field teams and complex service operations. They should also have excellent communication, time management, and organizational skills, as well as the ability to work cross-functionally and drive operational excellence.

Key Responsibilities:

  • Provide onsite or online technical support to field technicians and customer service teams.
  • Review service reports and proactively schedule necessary follow-up calls.
  • Respond to client concerns and technical inquiries in a timely and professional manner via phone or email.
  • Identify recurring product or service issues and escalate to the Service Manager as needed.
  • Ensure work tools and equipment are used responsibly and maintained in compliance with guidelines and safety protocols.

Team Management:

  • Monitor technician performance and enforce proper discipline, ethics, and work practices.
  • Ensure continuous learning and skill development of field technicians through training programs.
  • Maintain a strong and productive working culture aligned with Focus Global's standards.

Reporting & KPIs:

  • Establish and monitor key technical service metrics such as First Call Resolution (FCR), response/resolution time, and job completion rate.
  • Drive process improvements and efficiency in service delivery.

Requirements:

  • Degree in Electrical or Mechanical Engineering or a related technical field.
  • At least 3-5 years supervisory experience in a similar role, preferably in major home appliances or related technical products.
  • Strong technical knowledge and problem-solving skills.
  • Experience in managing field teams and complex service operations.
  • Excellent communication, time management, and organizational skills.
  • Ability to work cross-functionally and drive operational excellence.

What We're Looking For:

A passionate and experienced leader who can drive technical excellence and customer satisfaction in our service operations.

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