Job Description

ROLE PURPOSE

The Team Lead for Field Service Engineer lead the stated based FSE. He will act as the intermediary between the Engineers and back‐office teams while also providing technical support to customers, Engineers and Agents. In driving operational excellence, and strengthening leadership capability, focusing on people, processes, customers, and metrics.

MAIN RESPONSIBILITIES

Ensure SLAs are met for the region

  • Ensure company meets all contracted obligations, response times, repair times, Preventive Maintenance, minimise repeat call.
  • Get involved with day-to-day service calls when the workload suggests an SLA breach.

High Incident Site (HIS) management

  • Work with the support team to help bring HIS back to normal call levels, by regular visits to sites, log collection and analysis, staff re‐training and monitoring.
  • Provide monthly update and report on FSE on service issues, team issues, challenges and go...

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