Field Services Operations Manager

2 weeks ago


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

The Field Services Incident Manager plays a crucial role in supporting the Technical Service team by overseeing all cases requiring Field Engineer intervention. This role ensures Field Engineer resources are always available, guaranteeing timely resolution of customer issues.

Main Tasks
  1. Engage TRT field engineers or service partner engineers as needed, considering factors like cost, capability, and complexity.
  2. Negotiate and select the most suitable service partner for each ticket, taking into account various aspects.
  3. Secure approval for purchasing orders and coordinate with accounts to process these orders efficiently.
  4. Address any disputes with service partners, ensuring their performance meets expectations.
  5. Foster collaboration with the field services team lead for areas requiring extra support from service partners or field engineers.

Essential Deliverables
  • Evaluate the effectiveness of on-site visits, identifying opportunities for improvement and escalating concerns to the team leader.
  • Guarantee all service partner engineers receive purchase orders before visiting customer sites.
  • Verify TRT field engineers receive necessary approvals and information before engaging with customers.
  • Maintain accurate records of purchase orders, resolving any discrepancies promptly.
  • Compile regular reports for managed services clients, highlighting key achievements and areas for growth.
  • Document successful resolutions in TRT's knowledge base, enhancing collective expertise.
  • Cultivate ongoing learning, focusing on both technical and non-technical skills essential for this role.
  • Adhere to company policies, promoting a culture of compliance and best practices.


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