Field Team Controller

7 days ago

Midrand, South Africa ikeja Full time

Hey We’re ikeja, with a lowercase “i”, always. We’re a home-grown tech company that builds tools and services which enable affordable internet access to Ekasi (Ekasi is a township slang meaning 'my community’).

ikeja exists to remove the financial barrier to true unlimited internet access for those in the townships of South Africa, while providing the absolute best customer service and experience possible.

Ikeja has a culture of innovation, urgency, frugality and perfection and is led by founders who are relentless in creating a company that dominates the segment and controls the township connectivity ecosystem. We’re looking for people who are inspired by this mission and can help us achieve it.

**What will you be doing?**

This role is responsible for managing field teams, comprising field team technicians, in a specific area. This role will encompass (including but not limited to) the following tasks:

- Plan tickets for teams every day (project management)
- Manage numerous teams and track daily tickets
- Manage customer and employee grievances
- Sometimes go into the field - liaising with comm pole landlords and users
- Quality assurance of field teams’ work
- Performance management of field team technicians
- Oversee that teams have completed summaries
- Close tickets
- Vehicle management (rentals, inspections etc.)
- Training of field team technicians - when required
- Ensure M-files/any relevant system in use is up to date and clean out any backlogs
- Maintain Excel sheets and ensure they are up to date / reflect reality
- Boost the team morale (team building)
- Assist Head of People/Talent Acquisition Manager with recruitment - Field team technicians
- Collaborate with the Head of Customer Engagement to streamline processes, teamwork, and synergy between CE and Field Teams
- Managing the booking in and out of tools
- Collaborate with the Head of Customer Engagement to develop training material for field teams (interfacing with clients)
- Collaborate with the People department on any misconduct or poor work performance-related incidents
- Execute general operational duties applicable to your area

What experience are we looking for?
- Experience having worked in the telecommunications space, specifically in installations and maintenance
- Experience leading and inspiring a team of passionate individuals
- Experience in operations and project management
- Computer literate with the ability to work on excel and other internal software

Bonus points:

- You stay in a community that ikeja currently serves

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