Team Lead Field Services

仕事内容:

AVASO Technology is a global leader in providing IT solutions and services, specializing in offering tier support and managed services. We are committed to delivering cutting-edge technology solutions to our clients worldwide.

勤務時間・曜日:

The Team Lead – Field Services is responsible for managing end-to-end field support operations across an assigned zone in Japan while also supporting hands-on ticket execution when required. The role will lead field technicians, manage customer escalations, ensure SLA achievement, optimize engineer deployment, and maintain excellent service standards across multiple customer locations.

Key Responsibilities

Zone Operations Management

Manage day-to-day field service operations across assigned cities/sites within Japan.

Ensure smooth delivery of incidents, service requests, IMAC, break-fix, and project activities.

Plan technician coverage based on geography, demand, and SLA commitments.

Monitor ticket queues, dispatch efficiency, and backlog management.

Team Leadership

Lead and manage field technicians/engineers within the assigned zone.

Conduct daily reviews, team briefings, coaching sessions, and performance management.

Ensure technician readiness, attendance discipline, grooming, and productivity.

Support hiring, onboarding, and technical training.

Hands-on Ticket Execution

Personally support high-priority, VIP, escalated, or ageing tickets as needed.

Provide on-site technical support during peak demand or resource shortage situations.

Ensure quality ticket notes, documentation, and closure updates in ticketing tools.

Customer & Client Management

Build strong relationships with customer site contacts and key stakeholders.

Handle service escalations and ensure timely resolution.

Participate in operational reviews and governance meetings.

Maintain high CSAT and professional service standards.

KPI & Performance Management

Drive SLA compliance, utilisation, productivity, and first-time fix targets.

Publish daily/weekly/monthly zone performance reports.

Analyze recurring issues and implement corrective actions.

Compliance & Governance

Ensure adherence to company processes, local labour laws, safety standards, and customer policies.

Maintain audit readiness, asset controls, and documentation compliance.

Continuous Improvement

Improve dispatch models, route planning, technician productivity, and service quality.

Identify automation and cost optimisation opportunities.

Required Skills

Strong leadership and field operations management

Hands-on desktop / IT infrastructure support knowledge

Multi-site dispatch and resource planning

Customer escalation handling

Reporting & data analysis

Strong communication skills in Japanese and English preferred

その他:

Job Type: Full-time

Pay: From 6,000,000円 per year

Average number of scheduled working hours (monthly): 40 hour(s)