Service Fulfillment Technician at TTC Mobile

Educational Qualifications & Functional Skills:

• A Bachelor’s degree in Engineering, Computer Science, or an equivalent in working experience.
• A Master’s degree in Engineering, Computer Sciences or any other related field (preferred)
• Minimum of 5 years’ Service Fulfillment experience in the IT/Telecommunications field – Broadband Service Operations in particular.

JOB DESCRIPTION

Operation

• Supervises laying of cables directly in trenches or string it through conduits running through trenches
• Conducts quality control of fibre project at all steps of implementation & acceptance in accordance with the following Fibre Optics OSP Parameter, (Manhole, Route Marker, HDPE &PVC Duct, Bridge Attachments, crossings (road, drainage,streams, etc.), Blowing & Pulling, Splicing, Joint Box, ODF / DDF, Site Entrance etc.
• Monitors and reports all assigned projects at dedicated sites and ensuring timely completion of projects with strict compliance of HSE policy procedures.
• Plans and schedules project timelines and milestones using appropriate tools.
• Proffers cost cutting strategies for each project while showing loyalty, honesty, transparency and dedication in daily duties.
• Ensures excellent customer relationship management; vendor management, and resolution of complicated community issues as well as other issues.
• Inspects, approves and signs-off all implementation and as-built-drawings steps and documentation.
• Optimizes backbone performance and losses by reducing extra cable joints.
• Manages technical discussion and problem resolutions with vendor and contractor.
• Submits all progress reports and documentation requirements of the retail business in the project implementation process.

Collaboration Supports the sales and marketing department to complete a sale by verifying infrastructural capability to fulfil customer service installation.

• Suggests value and service improvement initiatives to customers based on service fulfillment expertise and experience.
• Receives and manages service escalations from the Customer Experience and Advocacy unit, communicates the status and remediation plan and follows through till the issue is resolved.

Work Plan and Processes 

• Develops best fit work methodology to ensure that installations are done at minimal cost and that customer satisfaction is achieved.
• Structures end to end development and delivery approach.

Drives continuous improvement to create efficiencies/ improve products/services.

• Tracking service metrics, managing budgets and helping lead the professionals responsible for getting services delivered to clients.

Customer Relationship Management

• Ensures provision of excellent customer service by identifying customer needs, handling customer concerns and fulfilling customer requests in a timely manner.

Customer Installation

• Coordinates customer installation process.