Field Services Incident Manager

Job Functions

Field Services Incident Management's role is to support Technical Service team to oversee all cases that require Field Engineer intervention and to ensure Field Engineer, internal or external, resources are always available.

Workflow:

1) Engage TRT field engineer or service partner engineer, should TRT field engineer is not available, tickets require onsite intervention.

a) For Service Partner Engineer (SePs):

• Negotiating and engaging the appropriate service partner for the ticket considering the cost, SeP capability and the complexity of the ticket.
• Request approval to issue purchase order for the payment of service partner engineers (SePs).
• Coordinate with accounts to process the service partner purchase order
• Coordinate with accounts and ensure service partners are paid on time.
• Resolve disputes with SePs
• Blacklist SePs that perform below par.

b) TRT Field Engineer (FE...