INTERNAL VACANCY
MAIN OBJECTIVE OF THE ROLE
Coordinators are accountable and responsible for all the installation and maintenance technician teams assigned to their POD/CELLs and their daily activities. This includes but is not limited to time management, assignments, quality assurance, effectiveness, ensuring that all teams comply with the BritelinkMCT installation standards, daily reporting, and reporting on escalations of non-compliance by the technicians.
KEY COMPETENCIES
Communication skills
Problem-solving skills
Inter-personal skills
Decision-making skills
Time-management skills
Team Management skills
People management skills
Customer Service/Eccentric skills
Administrative and multi-tasking
Assertiveness and Accountability
Ability to work in a high-paced and rapidly changing environment
Ability to handle mounting pressure
Excellent coordination skills
Flexible and professionally developable
TASKS WITHIN KEY PERFORMANCE AREA
Assign all teams in your POD an available installation as per the booking standards.
All jobs scheduled for the date of installation must be assigned up to PODS capacity per time slot.
Ensure all technicians are on time for all appointments and ensure they leave the office/previous appointments with enough time to get to the next appointments on schedule. Reallocate appointments if required to ensure no installation time is missed.
Manage your POD and all members assigned to the POD, including their daily tasks, availability, and efficiency.
Ensure all work orders follow the correct process and go from assignment to live activation. No work order is left without being activated or escalated and recorded if required.
Ensure that all FSAN numbers are accurately captured on the system and linked to work orders.
Ensure all work orders are on the correct status before and after every appointment.
Create and manage installations maintenance tickets.
Ensure all active ONTs are verified and are live on the portal.
Monitor and track tickets until the customer goes active.
Regular follow-up with maintenance on tickets.
Ensure all teams' stock cards contain the work order number, FSAN, installation address, date of install, and summary of install. Ensure all job cards reference an installation.
All communication with clients, follow-ups, escalations, time frames, late to appointments, courtesy emails, etc.
Determine if the tickets are Britelink Maintenance responsibility.
Determine the root cause analysis and assign a technician accordingly.
Contact clients to determine client availability to access the client property.
Tickets are investigated using the FIFO principles.
Ensure that all technicians at all times have tickets assigned to them.
Effectively and efficiently manage the assignment of technicians' jobs.
Coordinator is always required to keep track of his/her technicians and know their whereabouts.
Ensure that QuickBase is updated with the assigned technician details, appointment details, or any other required details.
Constantly communicate with the team on site to establish time in and time out, and update QuickBase with faults or issue description, solutions/fix.
Coordinator is required to keep a daily record of work orders and/or tickets assigned to each technician in their cell daily.
Ensure that all technicians submit job cards.
QUALIFICATION AND EXPERIENCE
Grade 12 or equivalent qualification
Certificate or diploma in business administration will be advantageous
At least 3 years in a call center or customer relations environment
MS Office, Excel skills, Word, Email, and internet
Experience on QuickBase and Sales Force
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