Wananchi Group (K) Ltd
Job Title: Subscriber Maintenance Cable Dispatcher
Location: Nakuru, Kenya
Employment Status / Type: Contract
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
How to Apply
Interested candidates to send your application and updated CV to firstname.lastname@example.org 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.