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.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%
Site survey and data verification/collection.Defining site preparation requirementsAssists 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 teamsFollow-up on all the escalations in making sure that they are executed within the SLA and customer expectationsOn-time trouble shooting with Field Officer on problems on siteRaising of technical reports on recurring and service problemsTechnical proposals to improve service level and reduce downtime to clientDetermine the resource requirements for BTS in terms of tools, parts and personnelNew site acceptance and mobilizationImplementation of service ventures in agreement with the customerOn-time trouble shooting with Field Officer on problems on siteRaising of technical reports on recurring and service problemsTechnical proposals to improve service level and reduce downtime to clientDetermine the resource requirements for BTS in terms of tools, parts and personnelNew site acceptance and mobilizationImplementation of service ventures in agreement with the customerEnsure 99.8% Network availability targetCarry out 100% PM every month-quality and cost effectively (route planning, fuel consumption, night outs etc)Recognition and response to network faults Isolation of troubleResponse to network trouble ticketsAnd restoration of service within the given time frameEnsures proactive (preventive) maintenance is performed and establishes a good customer relationshipEnsure that EMs are kept below 25% of the number of sites on airEnsure that number of TTs open are below 70 at any given timeKey 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 techniciansEnsure section-staffing requirements are fully metEnsure staff members are competent in knowledge, skills and attitude to perform in their assigned tasksCreate 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 CMProvide technical training to other departments as requestedDevelop work designs that motivate staff membersEnsure 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 improvementDevelops 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 policiesEnsures 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 platformsMaintain and improve control procedures and update and interpret departmental policies and proceduresMay 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 controlEnsure conformity with the Quality Management System (QMS ISO 9000:2000)Maintain current BTS documentationUpdate the Escalation Policy and Procedures ManualMaintain 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 meetingsIn 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 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.