We believe EVERYONE in the world deserves access to the internet and affordable communications. Communications have an incredibly positive impact on improving the lives of individuals and accelerating the economic and social growth of developing countries; yet 4.4 billion people around the world are still unconnected and many more are poorly serviced. ...
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Field Services Manager
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience
- LocationNairobi
- Job FieldCustomer Care 
Mission Statement for the Role:
To own all aspects of customer installation and field support services, whilst ensuring every customer has the best quality install & experience possible & best chance of being installed.
Overall Responsibility:
Responsible for Poa! customer installations and field-based support services; management of commercial & operational relationships with install & support partners.
Financial:
Install Cost Per Customer, Customer Kit Recovery %, Support Cost Per Customer, Failed Survey Rate, Field Support Quality, Partner Stock Management.
People:
Field services partner teams and a desktop team of 2–4 people monitoring fleet movement.
Key SMART Results for A-Player Success
- Design, budget, and build the Field Services Organisation, ensuring all staff have scorecards, job gradings, performance management, and training needs analysis in place in coordination with the HR team- By end of Q3 2025
- Ensure all partners have up-to-date MSA's service descriptions and revised commercial terms for the next phase of growth - By end of Q3 2025
- Improve failed survey rates by at least 50% across all partners in all geographies - By end of Q2 2025
- Ensure all Field Services capabilities are selected, contracted and trained prior to launch to ensure all sales growth projections for the business are met and fully supported within SLA. - By end of Q2 2025
- Ensure all partners are trained and a clear reward/penalty process defined & implemented - By end of Q1 2025
- Ensure that Poa! has the lowest cost structure in the industry from a customer installation & field support perspective, and still maintains exceptional quality and consistency throughout - By end of Q1 2025
- Ensure that field support visits executed and solved first time within SLA - By end of Q1 2025
- Define and execute churned customer kit recovery process, with 40% of total requests recovered -By end of Q1 2025
- Define and drive a culture of efficiency & quality through the Right First Time (RFT) approach to installations, with zero rework necessary - By end of Q1 2025
Level of Management Experience Required (Mandatory & Nice to Have)
Mandatory: Proven experience of end-to-end management of both insourced and outsourced installation & field support teams, especially in B2C environment within Kenya, operating from a few thousand and scaling to tens of thousands of customers.
Department stage of development where this role sits
Scaling
Key Competencies (H, M, L)
- Experience in building a field-based technical installation and support function in Kenya with >100,000 customer base. H
- Experience in managing insource and outsource field service partners with full end-to-end responsibility on costs and contracts. H
- Must have developed the most efficient and cost-effective ways of running a Field Services function nationally. H
- Must be great at developing and growing teams into high-performing units. M
- Must have a proven record in developing individuals as part of their growth. M
- Must have developed performance management and ongoing training for outsourced partner teams to get consistently high-performing teams across geographies. M
- Experience in fleet management will be an added advantage. M
Mandatory Criteria if Any, with no exceptions to hire
- Proven experience building high-performing teams in fast-growing, high-pressure environments.
- Must have managed insource and at least 5 outsource partners supporting a rapid, large-scale growth organisation in multiple regions in Kenya with full end-to-end responsibility on costs and contracts.
- Must have directly managed at least 10 people or more in multiple regions within Kenya.
Method of Application Interested and qualified? Go to Poa Internet on poainternet.bamboohr.com to apply
