Regional IT Technical Services Coach

Job description

PrimaBaguz, established in 1987, is a Malaysian manufacturer renowned for its high-quality halal meat products consisting of frankfurters & sausages, cold-cuts, gourmet soups and sauces, meatballs and patties. Since 2020, it has been part of Johnsonville, a leading processed meat company from Wisconsin, USA. This acquisition strengthens Johnsonville’s foothold in Southeast Asia and enables access to global foodservice clients such as quick-service restaurants and HORECA services. Johnsonville aims to utilize PrimaBaguz’s halal expertise to expand into growing markets in Asia and the Middle East. At PrimaBaguz, we believe our people are the core of everything we do. We create an environment where our members can learn and grow using our business as a platform to develop talent. Position Overview This is a great opportunity to provide exceptional customer service while leveraging your technical knowledge and expertise. We are looking for individuals that have a high level of integrity, are tenacious, and can thrive in a team environment. The individual should also have strong analytical and communication skills, interpersonal skills, and the ability to work efficiently and effectively with customers and co-workers. Individual(s) should be motivated and self-directed with excellent diagnostic ability and focused on delivering excellent customer service. The ideal candidate must have a good balance of technical and management experience including basic understanding of how computers and networks operate the ability to think quickly in pressure situations, and the knowledge of where to look for answers, which may not necessarily be accessible right away. Responsibilities • Ensures that incidents and service requests are completed in a timely manner • Direct daily operations of team, analyzing workflow, establishing priorities, developing standards and setting deadlines • Manage vendor relationships and ensure value engineered, leading edge solutions are put into action through diligent project management • Lead and manage the asset lifecycle process from procurement to asset disposal • Lead weekly team meetings with members in Asia • Work in conjunction with other IT Coaches on improving the quality of support services by identifying areas that need improvement through analysis, performance metrics reporting and identifying consistent and persistent problems from incidents • Develop and write processes and procedures as needed to improve the quality of services performed and delivered by the team • Makes necessary recommendations to the appropriate customer liaison(s) regarding changes in processes, procedures and any conditions that may be causing unnecessary trouble tickets • Assist in operational-level troubleshooting activity, identify root causes of problems, and help provide solutions to prevent future occurrence • Decisions made regarding incident escalations • Oversee the negotiation and procurement of hardware and services • Identify potential future leaders from the IT Support Team, with a focus on Readiness Planning • Provide individual members with growth opportunities • Development Plan / Coaching / Building People Process to develop team members to consistently take ownership, accountability, and deliver great performance • Communicating job expectations, planning, monitoring, appraising, and reviewing job contributions • Planning and reviewing compensation actions, enforcing policies and procedures • Assist in developing team goals and objectives • One-on-One Coaching Opportunities • Manage the team's budget process (corporate credit cards, training, travel, etc.) Education • Associate's degree in information systems or computer science preferred, or equivalent related work experience Experience 5+ years of professional work experience in information systems required, preferably in a technical support role Experience working with outside vendors and contractors Experience in the creation and maintenance of technical documentation, policy, procedures, and processes Experience with leading/managing a team and reinforcing cooperative behavior Skills Excellent communication and customer relation skills Depth of experience with ITIL and best practices Working knowledge of hardware – laptop, desktops, printers, VM (Virtual Machine) Familiarity with Microsoft Applications - Office/Email, AD, Azure, Intune Familiarity with telecommunications, firewalls, VPN, routers, and switches Demonstrated strong written and verbal communication skills as well as effective professional relationship building, consensus building, and facilitation skills are sought Call center knowledge and experience (call flow) Comfortable working in fast paced, deadline driven environment where priorities change frequently Demonstrated ability to execute process improvements and in identifying opportunities for improved service levels Must have demonstrated leadership and organizational skills and the ability to handle multiple responsibilities simultaneously Organized, accurate and detailed, yet flexible; able to prioritize workload Adjusts to constantly changing conditions, displaying a positive attitude toward new opportunities Strong customer relations skills as well as excellent written and verbal communication skills Other Requirements • Willingness to work hours outside of normal hours as needed • Ability to travel internationally • On-call rotation (7x24) with other team members Benefits and Compensation Benefits:- Medical and dental benefits to support your well-being Meal subsidy for added convenience. Accident and surgical insurance coverage for peace of mind. A friendly and professional work environment that supports collaboration and mutual respect. Training and development programs to help you grow your knowledge, skills, and career. Clear paths for career advancement within the company, we believe in promoting from within. The chance to be part of a remarkable team that values results, innovation, and dedication. Applicants must be eligible to work in the country where this job is located, without requiring sponsorship now or in the future. PrimaBaguz is committed to a respectful, diverse and inclusive workplace where equal opportunity is fostered throughout the organization. We do not discriminate and practice merit-based hiring practices, evaluating each candidate based on their skills, experience and fit for the role.