Applications are invited for the Team Leader - ITSA position to be based in Pretoria.
PURPOSE OF THE ROLE: The ITSA Team Leader is responsible for the management of the Installer Support team ensuring effective and high-quality support to the Field Technicians daily with regards to customer-facing activities by aligning company goals and departmental processes across the board.
Key Performance Areas would include, but are not limited to: Supply FTTH allocations to Installers.Escalate any FTTH allocation issues and follow up until resolved.Maintain all FTTH allocation records into the applicable systems.Provide Wireless and Fibre installation data to Installers.Do wireless planning for each applicable installation.Approve installations according to signal specifications.Evaluate photos sent by Technicians from site for quality and advise accordingly.Work closely with QC Agent to ensure quality control processes are standardized and followed.Assist the Installers and Technicians with advanced troubleshooting where problems occur.Ensure "Right first time" activities.Assist the Installers and Technicians with advanced setups in the field during the install.Identify and report training needs in the Field Operations and ITSA team.Arrange training sessions as instructed by the ITSA manager.Escalate queries and concerns relating to a specific department to his/her functional manager.Advising sales in quotations for large complex installationsEnsure all activities is done according to the SOP.Participate in the daily Level-1 MOS meeting.Execute daily assigned activities to fulfil Operational plans.Report daily on personal activity performance and participate in problem solving triggers.Actively discuss activity and process improvements in MOS meetings.Uphold partnership agreements with customer and/or supplier teams.Submit to team and business leadership by following Policies, SOPs and OPLs.
Lead MOS meetings as directed by the relevant Functional Manager.Coach, lead and guide team members and assist with decision making. Key Outputs: Execute activities as planned with an urgency to exceed expectations.Ensure that work quality is maintained at all times and in line with expectations.Complete all administration required timely.Maintain, respect and care for tools issued.Ensure the business values and culture is practiced by the team.Provide oversight of the team as directed by the Functional Manager and provide feedback. The successful candidate must have the following experience/skills: Experience:
Minimum of 2 years' work experience in a Field Services department. Skills and competencies: Ability to effectively communicate (verbal and written) and implement plans.Must have a valid Driver's license.Able to operate as a functional SME.Honesty.Integrity.Accountability.Effective planning skills.Time management skills.Team player.Strong interpersonal skills.Ambition and determination to succeed.Good analytical and problem-solving skills.Strong knowledge of the company and all its services and Departments.Self-disciplined, motivated, and organized.Initiative, ability to manage own time.Always customer orientated, making customer needs the primary focus.Ability to work under pressure.
Education Requirements: Grade 12.Specialized certifications would be an advantage. PLEASE NOTE: Preference will be given to Previously Disadvantaged Individual candidates in line with Herotel's Employment Equity Plan. Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application.
Please refer to our Privacy Policy on our website for further information on how we process personal information. Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.