Vacancy: Client Services Team Leader - Field Support
Category: Information & Communication Technology
Level: Supervisor
Location: Nairobi (Kenya)
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.
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:
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.
Requirements
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.
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 www.careers.tgagroupea.com by
13th December 2014.
The interview process for this
position will however commence immediately we receive suitable applications