Job Description

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative.Join us and experience what itxe2x80x99s like to be with an Employer of Choice*. Together, letxe2x80x99s create a brighter digital future for all.*Awarded at the HR Fest Awards 2020.Singtel Networks, the most established telecommunications infrastructure provider in Singapore is transforming to enable the digital generation of tomorrow. We are introducing new capabilities in 5G, Cloud, Analytics, Digital Commerce, Software Engineering, Cyber Security to enhance our core competencies and deliver innovative and differentiated Mobile and Fixed services (Broadband, TV and Telephony) for our customers. We are committed to celebrating inclusion and diversity and is a strong believer to upskill and nurture all individuals. Come join us today as we build Singtelxe2x80x99s Networks of tomorrow, and Empower Every Generation to live, work and play in new ways!Make an Impact by:

• Conduct site survey and visit, to understand customer needs, existing infrastructure and propose a home solution for customer. The solution may comprise of connectivity (eg wired, fibre, wireless), services (eg broadband, TV, voice, home automation (eg smart home), security services) that meet the customer needs.
• Prepare accurate quotations and liaise with partners to schedule project activities, ensuring efficient resource allocation and timely completion.
• Monitor project progress, ensuring deadlines are met, and proactively make necessary adjustments or changes to maintain project timelines.
• Oversee the installation, setup, and commissioning of network cables, broadband, TV, and digital voice services, ensuring proper configuration and optimal performance.
• Attend onsite and resolve the customer technical fault.
• In the event resolution is not possible during the onsite, gather logs and information and coordinate with the respective stakeholder to ensure resolution is achieved within the agreed timeframe.
• In the event resolution can be achieve, shared root cause, recommend good practises and preventive measures.
• To be the SPOC (or service manager) for VVIP on their technical query or fault reporting channel. Manage their expectation, sentiment and handle unfavorable situations with tact, empathy, and professionalism.
• Prioritize and respond to technical faults within 2 hours for higher priority segments during office hours, acting as a 24/7 service concierge for high-value segment customers.
• Conduct extensive testing on the recently introduced equipment, product, and services.
• Evaluating the appeal made by the partner regarding the request for a repeated visit.
• Provide periodic knowledge sharing to the fellow field engineer on technology, upcoming trend, whitepaper, tips and trick on our services to strengthen field engineersxe2x80x99 knowledge (inclusive partners).
• Customer behavior and needs - Provide regular feedback on the customer needs and behaviors.
• Manage and inventorised company issued equipment and asset. Liaise with store to periodic replenishment of equipment and devices.
• To attend training, self study and undergo any external certification required (eg, fibre, work @height, electrical)
• Sharing of the process gap, non-productive procedure or customer pain point.
• Provide regularly update the job status, highlighting completed tasks, ongoing projects, and call out any key challenge or obstacle that may impact project delivery or timeline.

Skills for Success:

• Diploma in Computer, IT, Engineer or Customer Service. Additional technical certifications are a plus.
• Experience as a Field Engineer or in a similar role, preferably in the home / office networking, telecommunications, or green technology industry.
• Willing to work on weekends or public holidays
• Good understanding of the technical knowledge in data communication (wired, wireless), internet security and home automation.
• Good communication skills, with the ability to explain technical concepts to non-technical individuals.
• Ability to work independently and collaboratively as part of a team, adapting to various work environments and customer requirements.
• Valid Class 3 driving license.
• Customer-oriented with strong negotiation and communication skills (oral and written)
• Highly adaptable to a fast-paced and dynamic environment
• Excellent analytical and ability to persuade others to change existing practices.

Are you ready to say Hello to BIG Possibilities?Take the leap with Singtel to unlock new opportunities and accelerate your growth. Apply now and start your empowering career!

Singtel