Service Installers (SI) Management Specialist

Job Overview:

This position has a key role in delivering the Department’s mandate and Business Division’s ambitions. You are the Service Installers (SI) Management Specialist responsible for follow-up on Service Installers management with Order Management, Order Operations, Port Capacity Management, Service Installers, Procurement and Warehouse, Field Engineers, Billing, Internal Audit, Product, Customer Service, Network & Consumer team to ensure all orders are turned into successful appointments while managing Customer’s expectation in the event there is blocker/challenges for the order/s to be delivered as per Customer’s preferred date with end to end accountability to achieve agreed benchmarks and within the compliance set forth by the company/division/department.

Your Work Lif

• e:Responsible for coordinating overall service installers operations including training, enquiries, request and disputes raised by internal and external stakeholders in a timely manner and demonstrating a sense of urgency to priority task
• s.Responsible to design an onboarding process that covers registration, background screening, training and retention and exit for all installers. User and ID management for all installer
• s.Managing all communications end to end with all relevant stakeholders to address all matters related to service installers' issues/challenges in a timely and periodic manner with an accuracy of responses as per the Business requirement, especially in accordance with the service installers' agreement. Including site meetings with internal and external parties as and when required or instructed by the managemen
• t.Responsible for the monitoring and tracking of the service installers' scorecard performance and KP
• IsResponding to complaints from internal and external stakeholders related to service installers and providing accurate information/solution/service in a timely manne
• r.Conduct site audits on service installers' workmanship quality, material management and cable managemen
• t.Prepare and produce management presentations and reports whether on a periodic or ad-hoc basi
• s.Responsible for periodic monitoring of the service installers' utilization to ensure we have sufficient resources for daily operation
• s.Assign service installer resources to various projects/buildings and tasks as and when a requirement arises as per guideline
• s.Active and close monitoring of all processed material reservations/returns and ensuring all tasks are closed by service installer
• s.Recommend and support OPEX budget forecasting, drawdown and spendin
• g.PR & PO validation and approval for all jobs assigned to Service Installer
• s.Liaison and follow up with the Business Support team for any system issues identified and ensure continuous follow-up till the issue is resolve
• d.Raise IMs for any system issues used by the Service Installers identified and ensure continuous follow-up till the issue is resolve
• d.Responsible to ensure any enhancement introduced by any party is properly captured and reflected in the system without impacting current and future task activity/flow/enhancements related to material managemen
• t.Custodian of the operating procedures and guidelines for the installer to conduct installation and assurance according to the requirement of TIME’s customer experience expectatio
• n.Constantly look into and propose areas of improvement to increase team productivity and efficiency to managemen
• t.Willing to deliver other tasks as assigned by managemen
• t.To be on-site when needed to resolve ROE-related issues and to be present to monitor installatio
• n.Be the person in charge of all reporting as belo
• w:Develop and implement data collection systems and other strategies that optimise statistical efficiency and data qualit
• y.Acquire data from primary or secondary data sources and maintain data governance processe
• s.Identify, analyse, and interpret trends or patterns relating to key performance indicators in complex data set
• s.Incorporate data analysis into designated ongoing report
• s.On request of management to prepare and create report

s.


To be considered, you’ll

• need:It is important that you have at least a Diploma/ Degree preferably in any related
• fieldMinimum 2 years of experience in managing service insta
• llersTechnology expertise would be an added adva
• ntageGood with details and processes & sy
• stemsComfortable with intense operational
• worksHighly customer ori
• entedComfortable with intense operational
• worksCustomer Service role experience is an added adva
• ntageProactive with initiative and ability to throw proposals and have a creative problem-solving mi
• ndsetAbility to multi-task and juggle assignments with excellent time manag
• ementExcellent communication skills at all l
• evelsFor this role, it is important for you to constantly have a customer mindset i.e. able to think and react in ways that will be beneficial or cause the least disruption to our cust
• omersYou have an appreciation for good service level and customer experience, whilst having the ability to anticipate and mitigate pro
• blemsYou have the mindset to ‘take lead’ and deliver on the man