Senior Engineering Officer
Date: 21 Aug 2024
Location: Singapore, Singapore
Company: Singtel Group
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 its like to be with an Employer of Choice*. Together, lets create a brighter digital future for all.
- Awarded at the HR Fest Awards
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 Singtels Networks of tomorrow, and Empower Every Generation to live, work and play in new ways!
Make an Impact by:
Work closely with Supplier (Partner) controllers.
Monitor and collate issues raised by Field Engineers while / during onsite (e.g. system, backend, network, order related).
Conduct impact assessment of issue(s) raised, and thereafter facilitate escalation to relevant stakeholder.
Monitor the progress and resolution of issues raised, and thereafter update the Field Team.
Assists on adhoc requests from Field Engineers and controllers (e.g. Password reset for system access).
Oversee and manage island wide slots for both Installation and Maintenance jobs.
Ensure that all Field contractors are in compliance with our slot availability Service Levels.
Act as bridge between Sales /hotline teams and Field Partners on urgent / special slot requests.
Point of contact for Sales / hotline teams requests for high visibility cases that require slot appointment.
Assist Field Partners on job re-assignment and diversion.
Assist Field Partners to take over jobs, as and when Field Partners request for assistance.
Oversee slot management for Inhouse Field team.
Assist Inhouse Field team on troubleshooting or system pre-checks (as and when required).
Process orders on behalf of Field Partners / Inhouse team upon successful upsell or recontract of Fibre services.
Perform call out to End Customers in compliance to verbal verification and agreement,
Final verification of order details.
Submit order to Online CRM system.
Monitor the orders raised to ensure end to end flow is seamless.
Conduct audit and checks on selected operational tasks and scope to ensure compliance to our work instructions and process.
Collate the results of audit via standardized reporting.
Provide analysis based on results of audits conducted. To provide insights on trends and call out potential operational risks.
Skills for Success:
Diploma in Computer Engineer, Electrical and IT
Experience as a Controller / Order Provisioning personnel or in a similar role, preferably in a Contact Centre, Field Service Delivery environment.
Adequate knowledge of Workforce Management Process and Methodology.
Basic Knowledge on Order Provisioning flow and process.
Good communication skills and ability to clearly explain details to End customers.
Good analytical skills can interpret insights and trends based on data collated.
Ability to work independently and collaboratively as part of a team, adapting to various work environments and customer requirements.
Customer-oriented with strong communication skills (oral and written)
Highly adaptable to a fast-paced and dynamic environment
Resilient to major changes.
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We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.
