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Field Services Supervisor

Job Description

Purpose of the Position:

Provide support in Channeling technical ussies and to provide technical support and training that reduces technical issues, customer complaints and to improve the overall customer experience

Key Performance Objectives:

EVALUATIONS

  • Manage the physical evaluation of new installations pegged at 5% of all new installations
  • Manage standard adherence by installers in line with set quality requirements.
  • Mentoring and coaching of Field service personal for optimal performance
  • Manage and drive the use of the Installer Ecosystem utilization and value realization.

Installer Training and Support

  • Manage and co-ordinate installer training
  • Disseminate all technical information which impact on the day to day operations of the installers
  • Provide technical support to Field service staff, installers and customer service department (fault finding and problem resolution)
  • Drive the evaluation the effectiveness of training interventions
  • Ensure regular QA is conducted per installer to determine if there is a need for refresher training or negligence from installers

Accreditation and Installer Database

  • Manage the updating the accredited installers database.
  • Manage and drive the accreditation for installers from level 1 through to  level 3 (Star 3)
  • Manage adequate numbers of installers per base to shorten turn-around times
  • Investigate and determine the ideal installer base size for the market to ensure accurate installer support is available
  • Manage FS Systems and Tools – IES Platform escalations

Relationship building with installers

  • PR functions (constant communication with the installers) to drive customer first
  • Drive installer motivational strategies to promote optimal performance
  • Arrange regular Q&A sessions to address installers’ concerns – Knowledge Management
  • Retention Management – drive installer retention strategies.
  • Manage and drive installer sales strategy to boost sales and up-sale to customers
  • Drive customer experience by tracking customer satisfaction surveys

People Management

  • Provide leadership in the aspect of Performance direction, goal clarification, communication, engagement, ethics, commitment & energy
  • Talent management, capacity, competence & skills – development
  • Responsible for team strength & performance level (attraction, selection, retention & development of Facilities team)
  • Ensure alignment with Team strength, performance and energy matched strategic requirements – under performers identified, improved or removed
  • Manage Administrators and Regional Technical teams reporting to field services to support and ensure KPi’s are achieved

Technical Site management

  •  Manage the commissioning of technical installations in line with POCs
  • Manage and drive the assessment of commercial installations assessments
  • Manage and approval of technical installations/ IPtv and Fibre
  • Manage and drive technical testing to in alignment with customer retention
  • Manage the monitoring of SAT IP commercial installations
  • Drive and optimize process efficiency and effectiveness by process mapping and documentation

Monthly Reporting

  • Manage Ecosystem reporting and manage inefficiency by bridging gaps
  • Provide reports on all field services duties and responsibilities
  • Analyze and drive customer technical related satisfaction feedback
  • Take full accountability of field service reporting ( QA, Incentives, IES weekly reports,

Job Requirements

Qualifications  & Experience

  • A Degree in Engineering an advantage
  • A minimum of 5-8 years’ experience in field service management
  • Transmission knowledge
  • TV frequency knowledge
  • Signal distribution knowledge
  • Fault finding procedure
  • Computer skills – MS office, Word, Excel, Power Point
  • Processes to manage multi-faceted systems
  • Technical understanding of key system interfaces

Technical Competencies

  • Stakeholder management
  • Compliance and Governance
  • Project Management

Behavioral Competency

  • Relationship Building
  • Conflict Resolution
  • Decision Making
  • Critical Appraisal
  • Holistic Thinking
  •  Coaching

How to Apply

Interested candidates are invited to send their CV through Ethiojobs website.

Only shortlisted candidates will be contacted.