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Team Lead Field Services
AVASO Technology Solutions —横浜市
- 年俸 600万円以上
- IT経験
- コミュニケーションスキル
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6時間前

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Team Lead Field Services
AVASO Technology Solutions —横浜市
Strong leadership and field operations management. The role will lead field technicians, manage customer escalations, ensure SLA achievement, optimize engineer…
年俸 600万円以上
クイック応募
6時間前
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Team Lead Field Services

AVASO Technology Solutions
横浜市

クイック応募

求人の詳細

正社員
年俸 600万円以上
6時間前

資格とスキル

日本語
IT経験
コミュニケーションスキル

仕事内容の詳細

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)

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Team Lead Field Services

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