Other responsibilities include client relationship management; project staffing, training, project inventory control, equipment maintenance, as well as ensuring internal controls are adhered to.
Job Dimensions
- Planning the implementation of technical projects – this entails preparation of project plans and resource allocation and coordination of project teams
- Implement a customer-focused and enterprise-wide approach to the provision, operation, and maintenance of the ICT solutions sold to clients.
- Supervision of projects to ensure compliance with implementation schedule as per project plan.
- Conducting project surveys with the aim of generation of BQs and preparing of ICT solution proposals for prospective clients in liaison with the Sales team.
- Quality assurance management through site visits and installation monitoring to ensure compliance with required standards.
- Carrying out technical installations.
Key Result Areas
a) Technical Management
a) Technical Management
- Ensuring that all escalated technical issues are well managed through allocation of resources or even further escalation.
- Review of customer requirements and participation in the development of suitable ICT solutions to address requirements.
- Customer Care – Ensuring all reported incidents and requests are attended to within Technical SLA stipulations
- Documentation: Ensure that all job assignments are documented accordingly on the Customer Service Report (CSR) and timesheets.
- Ensure that Finance department is duly informed and provided with documentation of any charges to be invoiced to clients based on the CSR reports.
b) Project Design, Planning & Implementation
- Project Design: Ensure that projects are viably designed and all required materials are captured in the relevant BQs.
- Project Implementations: Ensure that projects implementations are carried out as planned
- Liaising with Enterprise department on technical presales issues as per the Inter-Departmental SLA.
Key Decisions
- Technical Resource allocations
- Technical Labour costing in projects
- Handle complex cases of customer dissatisfaction
- Authorize routine maintenance and servicing of equipment
Key Performance Indicators (KPIs)
- Management of installation projects in adherence to quality workmanship and applicable industry standards.
- Projects are properly planned within expected timelines and resources appropriately allocated.
- Customer care – Response to user support related issue as per Technical SLA.
- Technical escalations judiciously resolved.
- Enterprise Department is duly supported as per the Inter-departmental SLA
Key Relationships
- Internal – with all staff, the HOD and the Executive Directors
- External – with customers, suppliers & visiting instructors.
Qualifications, Knowledge & Experience
a) Academic Qualifications
a) Academic Qualifications
- Degree Telecommunications/ Electrical or related field.
b) Relevant professional qualification
- Good working knowledge and 2 years experience with Nortel systems
- Certification: CCNA, CCNP
- Three years or more in the telecommunications industry and should have experience in managing Technical Projects
- Added Advantage: PMP (Project Management Professional), Diploma in Project Management
c) Skills
- ICT proficiency
- Strong analytical skills
- Good communication skills
- Good planning and management of technical projects
d) Relevant experience
- Three (3) years in a technical supervisory role with significant management responsibilities
e) Specialised software
- Microsoft Project
Competencies & Personal Attributes
- Disciplined and capable of ensuring policies are fairly and consistently applied
- Ability to adjust priorities and manage time wisely in a fast-paced environment
- Analytical skills
- Project Management skills
- Service Desk and Service Level Agreements Management.
- Customer Service skills and competences
Visit www.viscarcapacity.com to view more details on company.
Technical Engineer
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