[Hiring] Telecom Area Operating Officer @SoundHR LTD

Role Description

Exciting opportunity for a specialists in Telecoms! We are looking for AOO!

Job Purpose: To be responsible for the coaching and development of a team of Field Installation Engineers in a specified region. To offer technical advice whilst Engineers are onsite and ensure processes are being followed to protect teams and ISO standards. To ensure the level of service provided is fully compliant with customer requirements and organisational targets are being met.

• Liaise with Service Centre (SC) to ensure all the days’ jobs are covered and assist in completing jobs if required.
• Complete ad hoc or high profile jobs, liaising with the SC to hard assign these, or assign to appropriately skilled Senior Engineers.
• Complete one bi-monthly Audit for every Engineer, scheduling as necessary.
• Raise tickets for any issues identified at Audit. Anything that cannot be corrected at the time must be raised on the ServiceMax ticket system.
• Investigate any stock discrepancies escalated by the SC. Any discrepancy must be fed back to Engineer to ensure understanding of the process and advise SC of corrective action. Must close loop and monitor failures. Arrange coaching session for Engineer to ensure compliance and record action taken. If same issue persists with same Engineer then follow PIP process.
• Review Performance Reports and manage team to drive improvements. Call or meet with Engineers to discuss performance and improvement, to include efficiency targets, customer satisfaction rates, compliance issues and behavioural issues.
• Highlight any resource, training, compliance and equipment issues to OM. This includes Stock, HR, Finance and Fleet.
• Carry out PAL with each Engineer twice a year. Complete PAL report and provide output to OM who will discuss and review before providing to HR.
• Weekly calls held with OMs and SC teams as necessary to understand performance. Review performance targets weekly and produce improvement plans.
• Ensure that Engineers have read and accepted any Briefings within time scale set by OM. Liaise with SC to monitor any Engineer not compliant with this.
• Investigate any complaints and provide details to the Quality Control Officer. All claims of a sensitive nature to be escalated to OM.
• Carry out absence/ return to work/ duty of care interviews. All interview output with Engineer to be documented and sent to HR and OM.
• Provide support to Fleet and Finance in recovering vehicles, tools and assets, coordinating and complying with the leaver’s process.
• Carry out any technical interviews on behalf of HR as required.

Company Description