Field Services Supervisor

Purpose of the Position:

Provide support in Channeling technical ussies and to provide technical support and training that reduces technical issues, and customer complaints and improves 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 Field service personnel 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 that impacts 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 of 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 of 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 customers 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 – underperformers identified, improved, or removed
• Manage Administrators and Regional Technical teams reporting to field services to support and ensure KPIs 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 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 for field service reporting ( QA, Incentives, IES weekly reports,

Job Requirements

Qualifications  & Experience

• A Degree in Engineering an advantage
• A minimum of 5-8 years of experience in field service management
• Transmission knowledge
• TV frequency knowledge
• Signal distribution knowledge
• Fault finding procedure
• Computer skills – MS Office, Word, Excel, PowerPoint
• 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 CVs through THIS LINK

Only shortlisted candidates will be contacted.