Regional Monitoring and Evaluation Officer at Population Services International (PSI)

Specific Responsibilities

• Ensure routine and reactive health checks for customer connectivity and service quality.
• Ensure that all incidents and home connections are done within SLAs
• Support Home customer management engineers at site by installing and troubleshooting customer premise LAN’s, end device connectivity, Wi-Fi connectivity and other Home User issues.
• Troubleshoot customer end network issues and coordinate with Safaricom and dispatch teams to ensure and sustain quality Home service.
• Responsible for Casual Management; assigning casuals duties, weekly wages preparation.
• Take charge of Material reconciliation used in FTTH Connections.
• Escalate all matters customer concerns and complains encountered at site to Project Manager in a timely manner.
• Continuously review and recommend customer management processes to maximize service delivery at customer premises.
• Plan and organize customer visits and service clinics work by creating and adhering to effective schedules, using knowledge of client location, geography, and ticket count patterns.
• Relay work status, feedback, and instructions to Project Manager, HOD and other stakeholders.
• Monitoring and reporting on Network performance other observations during troubleshooting.
• Participate in site acceptance for FTTH.
• To prepare and issue regular/weekly project progress reports for timely and accurate project status and decision support information to stakeholders
• To guide and provide leadership to the delivery Team as well as plan and coordinate on-going support for customer connections.
• To ensure adherence to OHS policies and stipulated code of Conduct by the Management & Client.

Required qualifications/Experience

• Degree /Diploma in any Technical field.
• At least Two (2) years of in supervision role in FTTH.
• A minimum of 3 years of experience in Fiber environment.
• A Valid Driving License with Minimum of Two (2) years driving Experience.
• FOC Certifications will be an added advantage
• Personal Attributes
• Customer centricity – customer first
• Customer service
• Integrity and ethics
• Excellent communication skills
• Time management
• Proactivity in problem solving