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Field Support Client Services Team Leader Job in Nairobi Kenya

Vacancy: Client Services Team Leader - Field Support
Category: Information & Communication Technology 

Level: Supervisor 

Location: Nairobi (Kenya) 

Pay: Competitive 

Our client, a global conglomerate in the ICT industry, is looking to hire a Client Services Team Leader - Field Support. 

Reporting to the Field Support Manager, the Client Services Team Leader, Field Support is responsible for leading a team of Technical Support Engineers to provide exceptional service to clients. 

The Field Team Leader will be expected to train, coach and mentor Engineers in line with our values and vision for the organization and provide recommendations for changes in processes, policies and standards with the aim of providing superior services. 

S/He will be responsible for reviewing assigned Technical Support Engineers’ performance and ensuring that set standards, policies and procedures are followed to achieve sectional objectives

Key Responsibilities:
  • Monitor the changing needs of the service, liaise with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers.
  • Ensure that Technical Support Engineers follow the established procedures for each service request, including ensuring that logging, processing and progress chasing enquiries are adhered to. The Team Leader is also responsible for making process recommendations to improve operational efficiency.
  • Supervise the workload of the technical support engineers and allocate required resources to optimize service provision and administrative support across the hours of the operation of the contact centre.
  • Ensure that statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements.
  • Develop induction programs, training programs, coaching, and training calendars aimed at staff development, empowerment and customer satisfaction.
  • Actively participate in the recruitment and sourcing of Technical Support Engineers.
  • Ensure that the Technical Support team achieves agreed upon Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.
  • Support the Contact Centre Manager in the development and implementation of new technology requirements, processes, policies and systems to ensure the most effective use of new technology and opportunities.
The incumbent must possess the following minimum qualifications and competencies:
  • Have a degree in Information Technology or Information Systems or Computer Sciences or Business Information Technology or Business Information Systems, Telecommunication or a related discipline.
  • Have additional Networking or Solutions Certification; Cisco, Microsoft, Juniper, Mail etc.
  • Be an expert in networking or networked environments and network devices.
  • Have 3 – 4 years’ experience in a similar field that is Client Services – Field Support as a senior engineer or Technical Team Lead.
  • Having practical knowledge in Alvarion and Motorola Equipment will be an added advantage.
  • Having height climbing experience an added advantage.
  • Have excellent verbal and written communication skills with proven organizational skills.
  • Have strong interpersonal skills with a proven ability to lead a team.
  • Be proactive and forwarding thinking with excellent attention to detail.
  • Have the ability to quickly adapt new skills in networking and operational systems.
  • Be passionate about technology, problem solving, reliable and flexible.
  • Have an approachable, enthusiastic and of a motivational nature.
Remuneration: The salary for this position is competitive and negotiable dependent on experience and demonstrable contribution.

If you are interested in the position and have the skills we are looking for, we would like to hear from you. 

Please apply for this position on-line and attach a copy of your updated resume together with details of your current salary and benefit package, at by 13th December 2014.  

The interview process for this position will however commence immediately we receive suitable applications

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