Team Lead

8. Role Summary / Job Purpose

• The Team Lead – Field Services (Japan) 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.

9. 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 aging tickets when required.
• Provide onsite 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, utilization, 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 labor 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 optimization opportunities.

Key KPIs:

• SLA Compliance %
• Ticket Closure TAT
• First Time Fix Rate
• Technician Utilization %
• Backlog Aging
• Escalation Resolution Time
• CSAT Score
• Repeat Incident %
• Attendance & Productivity
• Zone Coverage Effectiveness

10. 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
• Knowledge of Japan business culture and service expectations

11. Tools / Systems / Technical Knowledge

• Especially essential for technical, HR, finance, analytics, and digital roles

12. Decision-Making Authority

• What decisions the role can make independently
• Scope of influence

13. Problem-Solving Complexity

• Routine, moderate, or complex tasks
• Degree of ambiguity or innovation expected

14. Stakeholder Management / Influence

• Major stakeholders for the role and if involves interactions with them
• Client facing role or non-client facing role
• Level of influence (peers, cross-functional, leadership)

15. Education & Certification Requirements

• Graduate / Diploma in IT, Engineering, Computer Science, or related field

16. Experience Requirements

• 5 to 8 years overall experience
• Minimum 2+ years managing field teams or regional operations
• Experience in IT managed services / onsite support preferred