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