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  • Posted: Mar 27, 2020
    Deadline: Mar 31, 2020
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    Wananchi is the leading business providing affordable entertainment and connectivity for the rapidly growing middle class in East Africa.
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    Field Engineer – HFC & Gpon Subscriber Maintenance

    Department: Technical

    No of Positions: 9

    Position Reporting to: Field Operations Team leader

    Manages Others: No

    Number of Staff Recruited: 9 Field Engineers

    Job Purpose / Summary: Reporting to Field Operations Team Leader, Field Engineer – HFC & Gpon Subscriber Maintenance will attend to subscriber maintenance work orders including addressing sites within agreed SLA.

    Key Roles & Responsibilities:

    • Track and repair signal interferences for both HFC and Gpon including signal leakages on the network in coordination with Engineering, Maintenance and NOC teams
    • Ensure sites are attended within SLA.
    • Update dispatch with accurate information pertaining sites and customer feedback
    • Ensure quality is attained in ideal solution provided including scope of work done within industry standards.
    • Handle CPES and ensure they are well packaged with all accessories intact in cases of recovery
    • Maintain integrity including management of customer premise, company Image and phone etiquette.
    • Share feedback on issues pertain to the network and customer experience which by large will lead to ensuring service delivery.
    • Share relevant information with relevant teams including addresses, gaps and network issues
    • Respond to customer inquiries about products, work operations, etc. during field contacts.
    • Produce and maintain all records related to the assigned tasks
    • Perform preventive maintenance tasks on customer premises, including among others Coax and Optical Fiber cables, disconnection of idle drops, report sagging cables and damaged network devices including Lockboxes/passive and active devices.
    • Ensure work tools are well maintained including laptops, Compression tools, motor bikes etc

    Desired Education, Skills & Experience:

    • Diploma in Telecommunication / Electrical Engineering.
    • KPLC Safety training Certificate.
    • Driver’s license and ability to drive motor bikes
    • Considerable knowledge and skill in regards to HFC and GPON networks, related tools and materials and safety standards required in the installation and maintenance and repair of the HFC and GPON cable network and all services delivered by the system.
    • Good mechanical aptitude and ability to work under pressure.
    • Good communication skills and able to demonstrate confidence.
    • Team player and solution oriented (Proactive)
    • Compliance on Time and agreed SLA’s as defined by the company policies
    • Demonstrate understanding on PC network troubleshooting.

    go to method of application »

    Subscriber Maintenance Cable Dispatcher

    Department: Technical

    Position Reporting to: Dispatch Team Leader

    Manages Others: No

    Job Purpose / Summary: Reporting to the Dispatch Team Leader, the core role of the Subscriber Maintenance Cable Dispatcher is to schedule subscriber maintenance tickets, dispatch teams and manage SLAs based on defined expectations.

    Key Roles & Responsibilities

    • Overall: Working closely with the field teams to oversee the smooth flow of all subscriber tickets, he/she will:
    • Vet work orders received from CE and ensure quality work orders are assigned to field engineers.
    • Assign work orders to field engineers and ensure visits are done within SLA
    • Ensure feedback from teams are accurate including tracking pending orders with relevant updates shared on BSS.
    • Track repeat site visits and share recommendations for improvement.
    • Monitor performance of the field engineers and share recommendations for improvement
    • Work with internal teams including Plant maintenance and NOC teams in order to ensure cohesion and support for the field engineers
    • Ensure enough resources are available to support the team including working closely with procurement.
    • Compile and prepare daily, weekly and monthly reports in a timely manner and in accordance with approved reporting standards.
    • Follow up escalations received from field teams working closely with quality control engineers towards a permanent fix on recurrent issues.
    • Plan and participate in refresher training.

    Desired Education, Skills & Experience:

    • Degree / Diploma in any of these fields: Electrical / Electronic, Telecommunications, Computer Technology, Computer Science, Information Technology.
    • Proficiency in MS Office – specifically Excel, Access, Word, PowerPoint
    • 2 years experience in an IT related field and customer management. HFC Knowledge will be an added advantage.
    • Analytical and excellent communication skills both written and oral.
    • Ability to work within deadlines.
    • Good interpersonal skills and a team player

    Method of Application

    Interested candidates to send your application and updated CV to recruit@ke.wananchi.com with respective job titles ”Cable Dispatcher” or ”Field Engineer” as the subject line not later than 31st March, 2020.

    Your mail application will be considered should you meet the desired qualifications.

    Wananchi Group is an equal opportunity employer and offers competitive remuneration and benefits to the right candidate.

    Please note that only short-listed candidates will be contacted.

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Average Salary at Wananchi Group
KSh 54K from 10 employees
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