Mission Statement for the Role:
To support the installation and field support teams with coordination of detailed, organised, and well communicated schedules for daily operations to support outsourced teams with work across the geographic footprint of poa! operations.
Overall Responsibility:
Assist the deployment coordinator in end to end customer communication, follow up with Field technicians and ticketing resolution for work assigned.
Key SMART Results for A-Player
- To have proactively reviewed and proposed process improvement measures to uplift the overall quality of the installation & field support process - End of Q1 2025
- To have coordinated field work scheduling for installations, relocations, supports and decommissions to drive operational efficiency - Monthly
- Ensured 100% of scheduled installation & support visits are completed within SLA to deliver exceptional customer service - End of Q1 2025
- Ensured regular and continuous feedback sessions for continuous improvement of operations and daily deliverables whilst building relationships with third party project managers - End of Q1 2025
- To have identified areas of improvement and training with partners and liaised with relevant internal teams to ensure the training is scheduled, attended, and bring real world value and uplift in overall performance - End of Q1 2025
Level of Management Experience Required (Mandatory & Nice to Have)
None
Department stage of development where this role sits
- Preparing for Scale /Systemization
Key Competencies Criticality (H, M, L)
- Proven ability to evaluate, assign and escalate work based on different factors such as, time, complexity or risk to the organisation -M
- Strong written and verbal communication skills relevant to multi level internal and external stakeholders. (Talking to a customer, and contractor, and a poa team lead all need different communication styles) -M
- Familiarity with SAAS products such as Freshworks, 3CX, Google Workspace -H
- The ability to work in a fast-paced, high pressure department where close communications and coordination are key drivers of success -H
- Attention to detail and accuracy in maintaining records and generating report-H
- Excellent communication and interpersonal skills to liaise with technicians, customers, and stakeholders - M
Mandatory criteria if any with no exception to hire
- Diploma/Degree with a focus in management, systems or communication.
- Must have at least 1 year experience in a similar role.
- Comprehensive knowledge of the tools and systems used to support the field operations.
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