Technical Services Manager Job in Kenya

Technical Services Manager

Grade Level: N/A

Competencies:

  • Perform a variety of duties often changing from one task to another of a different nature without loss of efficiency or composure.
  • Accept responsibility for the direction, control and planning of an activity.
  • Work independently.
  • Relate to others in a manner that creates a sense of teamwork and co-operation.
  • Maintain effective communication with colleagues, both junior and senior.
  • Respond appropriately to environmental and safety hazards and function effectively in emergencies.
  • Utilize systems effectively to ensure economical use of equipment and supplies.
Job Description

Role Purpose: % of time
  • Site management: 35%
  • Escalation management: 15%
  • Staff management and development: 20%
  • QMS ISO 9000:2000 & continual improvement: 10%
  • Successful performance standards: 20%
Key Responsibilities

Site survey and data verification/collection.
  • Defining site preparation requirements
  • Assists with new site turn up and development. Tasks may include resource planning, cost estimates and adherence to set deliverables.
  • Ensuring PM (Planned Maintenance) are executed as per the plan and that they are carried out expeditiously
  • Development of the route plan for the field teams
  • Follow-up on all the escalations in making sure that they are executed within the SLA and customer expectations
  • On-time trouble shooting with Field Officer on problems on site
  • Raising of technical reports on recurring and service problems
  • Technical proposals to improve service level and reduce downtime to client
  • Determine the resource requirements for BTS in terms of tools, parts and personnel
  • New site acceptance and mobilization
  • Implementation of service ventures in agreement with the customer
  • On-time trouble shooting with Field Officer on problems on site
  • Raising of technical reports on recurring and service problems
  • Technical proposals to improve service level and reduce downtime to client
  • Determine the resource requirements for BTS in terms of tools, parts and personnel
  • New site acceptance and mobilization
  • Implementation of service ventures in agreement with the customer
Key Result Areas
  • Ensure 99.8% Network availability target
  • Carry out 100% PM every month-quality and cost effectively (route planning, fuel consumption, night outs etc)
Key Responsibilities

Escalation management
  • Recognition and response to network faults
  • Isolation of trouble
  • Response to network trouble tickets
  • And restoration of service within the given time frame
  • Ensures proactive (preventive) maintenance is performed and establishes a good customer relationship
Key Result Areas
  • Ensure that EMs are kept below 25% of the number of sites on air
  • Ensure that number of TTs open are below 70 at any given time
Key Responsibilities

Staff management and development
  • Manages 24x7x365 support team; schedules on-call rotation, handles task assignment and projects Recruit, manage and develop a team of field technicians
  • Ensure section-staffing requirements are fully met
  • Ensure staff members are competent in knowledge, skills and attitude to perform in their assigned tasks
  • Create a work environment that fosters a high degree of personal integrity, team spirit and outstanding work standards in addition to maintaining a work environment conducive to retaining key personnel. This includes communication upward of potential problem areas, and positive communication to the field of management decisions and policies.
  • Carry out Performance Appraisal as scheduled for all direct reports sharing vital recommendations with the CM
  • Provide technical training to other departments as requested
  • Develop work designs that motivate staff members
Key Result Areas
  • Ensure the performance appraisals are carried out on time and accurately.
  • Establish and track metrics for employee performance.
  • Ensure that all employees in need of cross-functional training are being trained.
Key Responsibilities

QMS ISO 9000:2000 & continual improvement
  • Develops or assists with the development and implementation of policies and procedures consistent with those of the organization to ensure efficient and safe technical operation of the department.
  • Ensures compliance with accepted maintenance procedures and policies
  • Ensures compliance with written operating plans and procedures, company policies, labor laws and Hazardous Materials.
  • Continual enhancements in developing and maintaining the current BTS reporting and data capturing platforms
  • Maintain and improve control procedures and update and interpret departmental policies and procedures
  • May prepare and issue instructions concerning generation, completion, and distribution of reports according to new or revised practices, procedures, or policies of reports management
  • Maintain awareness of the business processes and implement changes where necessary to maximize efficiency and control
  • Ensure conformity with the Quality Management System (QMS ISO 9000:2000)
  • Maintain current BTS documentation
  • Update the Escalation Policy and Procedures Manual
Key Result Areas
  • Maintain up-to-date knowledge and training on quality policies and procedures.
  • Ensure that no policy or process infractions occur.
  • Provide metrics for tracking continuous improvement.
  • Update the escalation and policy manual in real-time so that no lapses occur and ensure that all employees have an updated copy.
Key Responsibilities

Successful performance standards
  • Compliance with all statutory controls relating to maintenance activities and requirements at all times 
  • Present to immediate supervisor monthly cost per site and the overall cost of maintaining generators; air conditioners, electric fence; batteries
  • Have quarterly in-house workshops with the objective of communicating and interpreting the SLA requirements to maintenance staff. This should be twice a year for all other staff
  • In addition, carry out at least 2 key Maintenance Awareness Sessions per year
  • Ensure new staff are well inducted and oriented into their roles through a structured program
  • Supplier Visits: Visit Key Suppliers at least twice a year and experience the quality of their post-sales services provide update reports and recommendations.
  • Lead bimonthly departmental meetings as scheduled and maintain well-documented copies of the meeting minutes and follow- up actions. Follow-up actions should be concluded at least 3 days after the departmental meetings
  • In liaison with the Procurement Office ensure Supplier Agreements are in complete, valid and fair with signed reports of the deliverables at all times. Maintain a valid Supplier Database
  • Ensure conformity with the existing Quality Management System at all times
Key Result Areas
  • No compliance infractions occur with regard to statutory controls.
  • Provide on-time and accurate monthly site cost reports.
  • Ensure quarterly workshops are being held and staff is attending.
  • Ensure bimonthly departmental meetings occur.
  • Ensure no QMS infractions occur or are reported to drill down to the cause.

To apply follow the link http://bit.ly/15eeu1d and profile yourself before 17th June 2013