Field Services Supervisor

Anywhere
Posted 12 months ago
Applications have closed

Multichoice Ethiopia PLC

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