Field Services Centre of Excellence Manager at Poa Internet

Mission Statement for the Role:

To own end to end quality, training and OSH (Occupational Safety & Health) aspects of Poa Internet's installations and field support services. Monitors quality of installations & drives training initiatives by identifying and arranging suitable training solutions for Field Service teams.

Overall Responsibility:

Developing, creating and implementing best practice field services quality processes & procedures; Responsible for ensuring that teams doing installation and field support services meet the established standards set by Poa Internet while at the same time overseeing their safety at work and ensuring that the company is in compliance and adheres to Occupational Safety and Health (OSH) guidelines.

Financial:

• Reduce acquisition (install/support) cost per customer by ensuring 95% of all installs are done to the stringent standards set by the organization.

People:

• Managing a team of 7-12 Field Quality and Safety Technicians.

Key SMART Results for A-Player Success:

• Define, document and enforce policies and Service Level Agreements to manage, maintain and sustain quality in installations and support with our service partners and field staff - End Q1 2025
• Poa has installation policies that establish a culture of safety and health ensuring that contractors, their installation teams and field teams adhere to set OSH guidelines - End Q1 2025
• Create an interface with Project, Quality, Learning & Development, Environmental Social and Governance and Occupational Safety & Health teams as a subject matter expert - End Q1 2025
• Ensure all field staff and subcontractors are suitably trained/competent to carry out the prescribed task and that the necessary licenses/certificates of competence are in force and appropriate - End Q1 2025
• Define & communicate quality standards and parameters to the field team and installers, product development team, and other appropriate staff with the aim of achieving set NPS, CSAT & CES expectations - End Q1 2025
• Ensure all installers have no more than a 15% failed survey rate across all networks - End Q1 2025
• Participate in both the partner selection process and month-on-month performance evaluation process - End Q1 2025
• Conduct risk assessments on activities within the field staff, ensuring that the methods and systems of work are safe. Ensuring the necessary procedures, rules, and regulations designed to achieve this are formulated, published, and applied - End Q1 2025
• Conduct continuous quality reviews of poa! customers as installed, and compliance of OSH for all Field Service partners - End Q1 2025

Level of Management Experience required (Mandatory & Nice to Have)

• Mandatory - Proven experience of people management in Field Service, Quality Assurance/Control especially in an Internet Service Provider.

Department stage of development where this role sits 

Prepare for Scale / Systemization / Team Building / Management and Motivation whilst driving Quality in Operations.

Key Competencies: Criticality (H,M,L)

• Knowledge and experience in the implementation of major telecommunication wireless installs & commissioning in a fast growing organization with limited resources and strict timelines - H
• Excellent analytical and critical thinking skills; make assessments and provide solutions to problems - H
• Understanding of OSH guidelines - H
• Strong coaching skills, with the ability to motivate and engage staff while promoting a work environment that fosters creative thinking, innovation, accountability & responsibility - M
• Excellent verbal and written interpersonal communication skills with the ability to produce reports and develop relevant policies - H
• Outstanding attention to detail and observation with the ability to turn this into actionable, measurable tasks that create accountability for service partners and field staff - H

Mandatory criteria if any with no exceptions to hire

• Must have worked for a rapid large scale growth organization.
• Must be ready and willing to be tasked with higher but realistic deliverables under minimal supervision.
• Must have worked productively, efficiently & effectively with self initiative and drive under strict timescales and pressure whilst maintaining attention to detail and quality.
• Ability to understand, interpret, and communicate with data.
• Must have experience managing teams & third party suppliers.
• Must have experience in gap analysis and training of technical installation teams.