Jobs at Sheer Logic

• The Field Technician or Installer is a service professional who affix and position equipment in a designated location and complete the set-up process so the equipment is ready for operation or can serve its service purpose. Their primary objective is to ensure the equipment is installed in a safe manner that doesn’t present any hazards while also supporting functionality to allow for the best possible performance. They review and explain operation and maintenance information to the user or customer. They will also provide ongoing support, maintenance, and repairs.

KEY ACCOUNTABILITIES

• EXPECTED END RESULT (“WHAT”)    SUPPORTIVE ACTIVITIES (“HOW”)
• Picking up job tickets for closed Leads    
• Coordinate with dispatch for daily appointments
• Carry material and stage for installer at the customer’s’ premises.
• Guide, coordinate and oversee fellow installers.
• Picking up FWA CPE/FTTX ONT +Installation Material from assigned stock point
• Assist with accessories and device collection from assigned stock pick up point as needed.
• Assist with the completion of tasks within allotted time frame
• Schedule installation with Customer
• Review paperwork with customers where needed.
• Wear all identification, safety and courtesy equipment at all times.
• Educate customers about benefits and up-sell to customers add on sales products
• Educate customers on the features and functionality of installed products
• Perform installation work (civil+ electrical) and take photos of installation
• Test electrical equipment or systems to ensure proper functioning of routers and service.
• At times, crawl into small spaces, work in all climates and remain physically fit.
• Maintain installation tools and equipment in safe working order.
• Assist in the removal and installation of materials in customer’s premises.
• Evaluate and monitor the performance and quality standards of sub-contractors within their infrastructure boundaries.
• Provide Reports of Works done with corresponding Time sheet for daily submission.

DIMENSIONS

• All KPIs to be agreed
• Other Dimensions
• This job will require daily supervision as tasks will be reviewed, assigned and agreed upon daily along with a quality assurance manager. Reports of Works done with corresponding Time sheet to be submitted daily.
• Off roll : Job level – Coordinator , senior Coordinator, Officer

SKILLS & KNOWLEDGE

Educational Qualifications & Functional / Technical Skills     

• Minimum high school diploma, trade school Diploma.
• Degree in IT or Engineering (preferred)
• 1-2 years Previous trade experience a plus
• Strong troubleshooting abilities
• splicing and racking abilities

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• Responsible for onboarding, training and performance management of minimum installers. Tracking job ticket status and material inventory for installations, repairs and maintenance.

KEY ACCOUNTABILITIES

• EXPECTED END RESULT (“WHAT”)    SUPPORTIVE ACTIVITIES (“HOW”)
• Manage Job tickets for installation closed Leads    
• Coordinate with dispatch for daily appointments for the installers
• Coordinate the transportation of material and stage for installers to the customer’s’ premises.
• Ensure 100% successfully completed job tickets as scheduled by the installers
• Track job ticket status to close leads
• Manage installer clusters to ensure the minimum objective of 2 installations per day is feasible.
• Inventory management of FWA CPE/FTTX ONT +Installation Material at assigned stock point    
• Approve additional installation material beyond standard kit or collection of additional installation payment from customer
• Ensure all installers have KYC Kits to complete customer on-boarding + Toolbox for physical installation work
• Ensure accessories and device collection is done from assigned stock pick up point as needed by the installers
• Reconcile inventory and accessories picked vs deployed by installers
• Daily tracking of team members attendance in gate meeting and prospects logged requirement
• Closure and Installation fulfilments
• Daily tracking of lead closure and installation fulfilment
• Design PJP (Route plan) within territory + conduct one gate meeting/ day with assigned Installers to ensure ways of work governance metrics are in place
• Tracking and monitoring Performed installation work (civil+ electrical) at customers premises    
• Reconcile paid tickets not fulfilled within 24 hours and call customer/ installation head for closure
• Provide Reports of Works done with the corresponding time sheet for daily submission.
• Sign off return/ refund on failed customer acceptance of installation
• Tracking job ticket status
• Supervise completion of tasks within the allotted time frame for the installers
• Team Management    
• Responsible for onboarding and training the installers
• Conduct performance Management of the installers

DIMENSIONS

• All KPIs to be agreed
• Other Dimensions
• Installation Supervisor will manage a maximum of 15 installers

SKILLS & KNOWLEDGE

Educational Qualifications & Functional / Technical Skills     

• Networks, Technical or electrical or equivalent qualification
• Professional Qualification in Project Management Techniques
• IT Literacy and business education, an added advantage
• Able to operate in a performance driven organization
• Strong troubleshooting abilities
• splicing and racking abilities

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• The account manager oversees and manages relationships with mid-level business clients. She or he focus on maintaining client satisfaction, growing account value, and ensuring the delivery of products or services that meet the specific needs of medium-sized businesses.
• The account manager is the voice of the Customer within Airtel Africa.
• The account manager is on an Enterprise SIP (sales incentive plan), she/he is measured on incremental revenue and order monthly recurring value

Key Responsibilities

Key responsibilities    key result / decision areas (outcomes)

• Engage with current and potential customers at Management level to understand their overall strategy and key business drivers; strive to develop a roadmap with the customer that facilitates progression towards or closure of Airtel contracts: network services (fixed or mobile), solution sets, value added surround services    Through the sale of core and add on services and optimal portfolio mix achieve and exceed account targets addressing both existing customer base and new logo accounts
• Develop multi-functional relationships (Owner, Finance, IT management, Supply Chain, Marketing, VIP users, HR) to drive solutions that are innovative and provide value / benefit relative to the customer’s respective business needs; deepen and widen relationships with a longer term focus.    Strong customer relationship ensures proper positioning of Airtel Africa executive sponsors with key customer stakeholders for productive bi-annual / annual reviews
• Understand the customer’s business and IT strategy; map these requirements to industry trends, as well as with existing customer requirements where Airtel Africa solutions have helped provide value.    Increased revenues from distinguishing Airtel Africa as providing stable network and coverage, customer service, value add services verses the other vendors “selling” just products.
• Prepare regular analysis of competitor activity to understand market direction and  potential impact on customer relationship,  proactively look for opportunity to address need for cost reductions or technology refresh to achieve enhanced capability, improved efficiency, or pronounced market advantage    Demonstrated ability to act promptly to prevent revenue erosion from competitor penetration
• Dimensions
• Financial – This position has revenue, and order targets based on account assignment
• People management – Can act as a virtual team lead on occasion coordinating / managing a number of individuals for a specific opportunity.

Qualifications

Education

• Degree in Business, Finance or other relevant field (or equivalent)
• Other (Desirable)
• Membership in related professional organizations
• Certifications / accreditation in relevant areas

Experience

• 3 to 5 years experience in sales and relationship management of mid-sized businesses
• Solid understanding of Fixed and mobile Connectivity, ability to understand solutions such as NaaS, CPaaS, IoT, Security, Cloud
• Industry sector knowledge and understanding of customers in that sector, their strategies and business challenges
• Understanding of governance within Enterprise organizations