Senior Field Operations Manager
1 month ago
Job Title: Team Leader – Field Operations
Job Summary: We are seeking a highly skilled and experienced Team Leader – Field Operations to join our team at Herotel. The successful candidate will be responsible for managing all field services relating to Customer Premises Equipment (CPE) installations, customer technical support, and quality assurance.
Key Responsibilities:
- Monitor and manage daily targets, making team changes as necessary to ensure optimal performance.
- Effectively allocate resources to meet customer service demands and ensure the team is operating at peak performance.
- Identify individual strengths and weaknesses, and make adjustments to optimize team performance.
- Ensure 'right first time' activities, minimizing repeat call-outs and failed truck rolls.
- Implement and enforce Health, Safety, and Environmental (HSE) policies and practices to achieve zero incidents.
- Promote team communication and collaboration, fostering a positive team culture.
- Adhere to and reinforce company policies, procedures, and practices with employees.
- Communicate expectations, roles, and responsibilities to team members and provide necessary resources for daily duties.
- Manage stock control on vehicles and installation stock levels at local offices.
- Ensure vehicle and tool inspections are conducted according to agreed standards.
- Investigate Health & Safety, Vehicle, and Tools incidents, reporting on disciplinary actions and procedures.
- Arrange accommodation for technical teams visiting different towns.
- Ensure Site Notification and Training (SNT) is loaded, approved, and paid for before technicians leave for out-of-town installations.
- Effectively onboard new recruits.
- Develop and grow team members, encouraging training as needed.
- Support ITSA and Scheduling Team Leaders with day-to-day operational challenges.
- Review and approve leave, overtime, and standby.
- Lead Level 1 Meetings of Operations Strategy (MOS) as directed by the Functional Manager.
- Execute daily assigned activities to fulfill Operational plans.
- Report daily on personal activity performance and participate in problem-solving triggers.
- Discuss activity and process improvements in MOS meetings.
- Maintain partnership agreements with customer and supplier teams.
- Submit to team and business leadership by following Policies, SOPs, and OPLs.
- Coach, lead, and guide team members, assisting with decision-making.
Key Outputs:
- Execute activities as planned with an urgency to exceed expectations.
- Maintain work quality at all times, meeting expectations.
- Complete all required administration in a timely manner.
- Ensure teams maintain, respect, and care for all tools and equipment issued.
- Maintain, respect, and care for tools issued.
- Foster a business culture practiced by the team.
- Provide oversight of the team as directed by the Functional Manager and provide feedback.
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