Vacancy title:
Head of Field Services
Jobs at:
Poa InternetDeadline of this Job:
30 November 2022
Summary
Date Posted: Tuesday, November 15, 2022 , Base Salary: Not Disclosed
JOB DETAILS:
Overall Responsibility
• Responsible for Poa Customer installations and field based support services;
• Management of Commercial & Operational relationship with install & support Partners.
Financial
• Install Cost per Customer, Customer Kit Recovery %, Support Cost Per Customer, Failed Survey Rate, Field Support Quality, Partner stock Management
People
• Deployment Schedule Coordinator, Deployment Scheduling Assistant, Field Service Partner teams
Key SMART Results for A-Player
• Design, Budget and Build the Field Services Organisation ensuring all staff have Scorecards, Job Gradings, Performance Management and Training Needs Analysis in Place - in coordination with HR team - End 4Q2022
• Ensure all partners have up to date MSA's service descriptions and revised commercial terms for the next phase of growth - End 4Q2022
• Improve failed survey rates by at least 50% across all partners in all geographies - End 2Q2023
• Ensure all Field Services capabilities are selected, contracted and trained prior to launch to ensure all sales growth projections for the business are met and fully supported within SLA - End 2Q 2023
• Ensure all partners are trained and a clear reward/penalty process defined & implemented - Monthly
• Poa has the lowest cost structure in the industry from a Customer Installation & Field Support perspective and still maintains exceptional quality and consistency throughout - End 3Q2023
• Ensure all partners are trained and a clear reward/penalty process defined - End 4Q2022
• Field support visits executed and solved first time round within SLA - End 4Q2022
• Define and execute Churned customer kit recovery process with 40% of total requests recovered - End 2Q2023
• Define and Drive a culture of efficiency & quality through Right First Time (RFT) approach to installations with zero re-work necessary - End 4Q2022
Level of Management Experience Required (Mandatory & Nice to Have)
• Mandatory - proven experience of end to end management of both insourced and outsourced installation & field support teams especially in B2C environment within Kenya operating from a few thousand and scaling to tens of thousands of customers
• Department stage of development where this role sits
• Prepare for Scale / Systemisation / Team Building / Management and Motivation
Key Competencies Criticality (H,M,L)
• Have built a field based technical installation and support function in Kenya with >100,000 customer base - H
• Have managed insource and outsource field service partners with full end to end responsibility on costs and contracts - H
• Have developed the most efficient cost effective ways of running this function nationally - H
• Must be great at developing and growing teams into high performing units - M
• Must be proven in developing individuals as part of their growth - M
• Must have developed performance management and ongoing training for outsourced partner teams to get consistently high performing teams across geographies - M
• Excellent reporting & analytical skills - M
Mandatory Criteria if Any with no exceptions to hire.
• Proven experience building high performing teams in fast growth high pressure environment.
• Must have managed insource and at least 5 outsource partners supporting a rapid large scale growth organisation in multiple regions in Kenya with full end to end responsibility on costs and contracts
• Must have directly managed at least 10 people or more in multiple regions within Kenya
Job Experience: No Requirements
Work Hours: 8
Level of Education: Bachelor Degree
Job application procedure
Interested and qualified? Click Here To Apply
All Jobs
Join a Focused Community on job search to uncover both advertised and non-advertised jobs that you may not be aware of. A jobs WhatsApp Group Community can ensure that you know the opportunities happening around you and a jobs Facebook Group Community provides an opportunity to discuss with employers who need to fill urgent position. Click the links to join. You can view previously sent Email Alerts here incase you missed them and Subscribe so that you never miss out.