Field Service Manager - #29215

Trapeze Group Limited


Date: 1 week ago
City: Riyadh
Contract type: Full time
Job Summary: The Field Service Manager Role is part of Customer Support Team to provide SLA and technical support for a transportation Hardware Product that is in use by Large Government Organization at Riyad, KSA. To support Trapeze Saudi Arabia customers by maintaining SLA deliverables and managing field support team to provide day to day support; analyse, troubleshoot and installation of transportation electronics products Job Description: Key Duties and Responsibilities The role will manage team of field support engineers aligned on Customer deliverables. The individual will ensure SLAs and KPIs are consistently met, and technical decisions are aligned with the business objectives of the organization. In addition, the role will also manage/monitor standard operating procedures and best practices related to Transportation Hardware and Software products
  • Lead Filed Support team, overseeing Field support activities with a focus on high quality and timely delivery.
  • Manage and develop relationship with Customers, Partners, and suppliers.
  • Oversee Supplier management activities with suppliers and manage Logistics requirements.
  • Provide Technical Support to Trapeze Saudi Arabia customers by maintaining their systems, investigating, and tracking reported issues.
  • Plan and organize daily activities related to Electronics Hardware Support and maintenance.
  • Installation of Electronic and Telecom devices and demonstration functionality to the customer on-site whenever required.
  • Responsible for Health, Safety and Environment policies and procedures are monitored and adhered.
  • Lead and provide onsite support for all requirements and issues at customer sites including Field Installation devices and Transportation services.
  • Lead all Trapeze activities with defined process are followed and documentation of all activities or tasks.
  • Proactively support the management team to achieve Trapeze Saudi Arabia goals and identify opportunities for improvements.
  • Lead and effectively communicate with both customers and colleagues in a professional, clear, and respectful manner.
Education and Experience
  • Three-year Diploma or Bachelor of Science Degree in Electronics and communication Engineering, or a similar technical field will be highly regarded.
  • Minimum of 4 to 5 years' experience in managing Field Service Technicians.
  • Minimum 7 to 8 Years experience in Field Support activities mainly in AVM (Automated Vehicle Management) or Transportation Products installation, trouble shooting and technical demonstration.
  • Strong knowledge of Electronics circuitry and Functional skills.
Personal Attributes
  • Effective communication and interpersonal skills in dealings with team members, customers, and other stakeholders.
  • Possess the ability to adapt to the various internal procedures of a client while still adhering to company procedures and policies.
  • Ability to develop and comprehend concepts and learn new skills quickly and thoroughly.
  • Ability to build strong relationships quickly, both internally and with customers.
  • Excellent progress reporting skills, both to internal and external.
  • Excellent troubleshooting and problem-solving skills within a multi-facetted environment.
  • A passionate ‘can-do’ mindset focused on understanding and addressing customer needs.
  • positively in a team environment, appreciate each team member's contributions and effectively utilize each team member to his/her fullest potential.
Worker Type: Regular Number of Openings Available: 1

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