Head of Field Services at Poa Internet

To own all aspects of customer installation and field support services, whilst ensuring every customer has the best quality install & experience possible & best chance of being installed.

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