Regional Field Operations Manager(IT)
Salary: RM 9,000 – RM 13,500 per month
About the role
We are establishing a regional technical support hub in Kuala Lumpur to deliver localized ICT field services across Southeast Asia and beyond. As the Regional Field Operations Manager, you will own the full service delivery lifecycle: building our freelance engineer network, pricing local support opportunities for our sales team, and ensuring every field service work order is executed flawlessly through our FSM platform.
Key responsibilities
Recruit, vet, and maintain a network of qualified local freelance ICT engineers across Southeast Asia countries, covering network infrastructure (Cisco/Huawei/Juniper), data center hardware (servers, storage, UPS), and structured cabling/low-voltage systems
Build and maintain detailed engineer profiles in FSM system with precise capability tagging (technical direction, brand certifications, coverage cities, response time, historical ratings)
Continuously maintain resource pool quality by regularly evaluating and removing underperforming engineers, and proactively identifying resource gaps to initiate recruitment
Provide fast, competitive cost estimates for local field support opportunities based on project location, service type, workload, and response requirements
Develop standardized pricing models by country and service type to accelerate sales response times
Participate in pre-sales reviews to assess resource availability and delivery feasibility
Manage end-to-end work order execution via FSM: dispatch the right engineer, monitor progress in real time, resolve on-site issues in coordination with remote technical support
Ensure every job closes with a signed customer acceptance form and update engineer performance scores in FSM system
Establish and monitor regional engineer resource pool health metrics (coverage rate, response time, completion rate, customer satisfaction)
Research regional ICT service market dynamics and provide engineer resource feasibility assessments for new market entry
About you
5+ years in ICT services industry, with at least 2+ years in field operations, technical resource management, or service delivery management
Solid ICT infrastructure knowledge; able to assess engineer skills across networking (Cisco, Huawei, Juniper, Aruba), data center infrastructure (servers, storage, cabinets, UPS), and structured cabling/low-voltage systems (cabling, CCTV, access control, Wi-Fi)
Familiar with mainstream ICT certification systems (CCNA/CCNP, HCIA/HCIE, CompTIA Network+)
Familiar with basic IT field service delivery standards (SLA management, incident escalation processes, on-site work procedures)
Experience coordinating field engineers or subcontractors across multiple Southeast Asia countries
Hands-on FSM platform experience (ServiceNow Field Service, Salesforce FSC, SAP FSM, or equivalent)
Strong multitasking and coordination ability to manage concurrent work orders across multiple countries
Data-driven mindset; able to optimize resource pool quality and dispatch efficiency through metrics analysis
Fluent both in English (written and verbal) and Mandarin（critical to this position）; additional Southeast Asia languages a strong plus
Excellent cross-cultural communication ability to build trust with engineers and customers from different countries and backgrounds