Field Tech Senior Associate

Req ID: 376039

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Field Tech Senior Associate to join our team in Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur (MY-14), Malaysia (MY).

The Technical Field Service Team Lead is responsible for guiding a team of field service engineers and technicians to deliver exceptional on-site technical support, maintenance, and deployment services. This role splits focus between providing high-level technical escalations, managing daily field operations, ensuring compliance with Service Level Agreements (SLAs), and mentoring team members. The ideal candidate ensures operational efficiency, high client satisfaction, and a safe working environment.

Key Responsibilities

1. Team Leadership People Management

Supervision Mentoring:

• Lead, coach, and mentor a team of field technicians and engineers, fostering a collaborative and high-performance culture.
• Manage and lead the desktop support team, coordinating with IT staff on design and implementation of new technology
• Ensuring all compliance requirement (training/timesheet submission) is done within timelines
• Training employees on new programs or applications as needed
• Evaluating employees’ job performance, identifying areas for improvement, and providing feedback
• Ensuring incidents/tasks are of best quality by doing quality checks on a weekly basis. Necessary coaching to take place as needed if slippage is noticed
• Ensuring that security measures are in place to protect against unauthorized access to sensitive data
• Manage and drive remediation efforts related to information security, remediation may be from incidents, penetration tests, vulnerability scans, internal/external audits and other assessments (when required)
• Coordinate with higher, peer and subordinate elements to troubleshoot.

Resource Scheduling:
Oversee the dispatching, scheduling, and allocation of field resources to optimize response times and maximize productivity.

Performance Evaluation:
Conduct performance reviews, identify training gaps, and assist in the professional development of team members.

Onboarding / Offboarding:

• Lead the training and onboarding process for new field service hires.
• Conduct the end-to-end JML process

2. Service Delivery Operations

SLA Management:
Ensure all field service requests, incidents, and preventative maintenance tasks are resolved within agreed contractual SLAs.

Escalation Handling:
Act as the primary technical and operational escalation point for complex field issues that cannot be resolved by frontline technicians.

Project Coordination:

• Oversee on-site rollouts, hardware refreshes, and projects, ensuring deliverables are met on time and within scope.
• Managing projects that require coordination with other departments within the organization or with external vendors or partners

Quality Assurance:
Conduct regular site audits and review completed work orders to ensure technical standards and quality benchmarks are maintained.

3. Technical Asset Management

Hands-on Support:
Provide advanced on-site troubleshooting and technical support for critical infrastructure, hardware, network components, or specialized equipment when required.

Inventory Tool Control:

• Manage the team’s spare parts inventory, toolkits, and test equipment, ensuring proper calibration and availability.
• Ensuring that all IT equipment is in good working order and that backups are being performed

Documentation:
Maintain accurate service records, root-cause analysis (RCA) reports, and update local knowledge-base articles for continuous improvement.

4. Client Stakeholder Relations

Customer Satisfaction:
Act as a key liaison between the client and technical operations, ensuring high levels of customer satisfaction and trust.

Reporting:
Compile and present regular field operational reports (e.g., ticket closure rates, first-time fix rates, technician utilization) to management and stakeholders.

Key Performance Indicators (KPIs)

First-Time Fix Rate (FTFR):
Meeting or exceeding target percentages for resolving issues on the initial visit.

SLA Compliance:
Achieving contract-specified adherence to response and resolution times.

Resource Utilization:
Optimizing technician schedules to minimize idle time and excessive overtime.

DSAT / CSAT (Customer Satisfaction):
Maintaining high feedback scores from end-users and client stakeholders.

Skills Competencies

Leadership:
Strong ability to motivate a mobile, distributed team and manage workloads under pressure.

Communication:
Excellent verbal and written communication skills for interfacing with both corporate clients and technical staff.

Problem-Solving:
Exceptional analytical and troubleshooting skills, with a focus on structural root-cause analysis.

Reporting:
Accountable to prepare weekly and monthly reporting (etc. Business requirement) knowledgeable in Ms. Office.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in RD.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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