Field Service Coordinator at Lumos

Description

• Manage installation, field service and churn process, according to company policy and procedures
• Supervise the performance of the Regional Technical Officers and ensure that they are providing agreed SLAs
• Optimize service delivery to guarantee customer satisfaction
• Provision of planning support to all support staff
• Provide field reports on Solar Power System (SPS) activities in assigned territory to Line Managers
• Ensure proper record keeping of replacement & faulty systems in client location
• Effective use of the CRM to document all customer interactions
• Provide data driven solutions, trend analysis and recommendations weekly for continuous improvement
• Provide periodical (daily/weekly) progress reports on team activities.
• Performance appraisal of all reporting lines
• Adhere to all laid down Service and Policy guidelines
• Cross functional involvements with different teams for periodic exercises e.g. Stock counts & Installation
• Ensure stock assigned to team is properly utilized and cared for to avoid loss or damages
• Other adhoc duties as the need arises.

Requirements
Educational Qualifications & Functional / Technical Skills:

• HND / BSc Engineering / Sciences
• Minimum of 3 year working experience in a co-ordination/planning capacity
• Minimum of 3 year working experience with Solar Energy Systems with Telecoms an added advantage
• Customer service or process management experience (not less than 3 years)
• Understanding of the principles of CRM and Customer Management
• Understanding of the principles of Business Intelligence and Reporting
• Good interpersonal and relationship building skills.

Relevant Experience:

• Understand Solar Systems and Product Development principles
• Proven record of achieving business success
• Good oral and written communication skills; Report writing, Presentation
• Experience in Delighting Customers / Clients.

Other requirements (Behavioural etc.):

• Result and service orientation
• Ability to travel during work when required
• People Management; good with people – calm mien, good at building relationships
• Analytical minded
• Ability to work under pressure
• Conflict management and team building skills
• Attention to detail
• High quotient of integrity.