Posted Sep 09, 2020
Provide support to global field technicians, in accordance with standard operating procedures.
The core purpose of this role is to support field works in a variety of regions, ensuring field technicians comply with business best practices.
Where field issues arise, you will diagnose and provide mitigation strategies in collaboration with the Senior Field Support Supervisor.
This role requires rapid and precise communication, with a strong focus on detail.
The role requires adherence and close monitoring of all company processes and procedures.
Major Activities
- Foster good working relationships with field team (includes both internal staff and contracted resources)
- Provide technical support to ensure field activity is executed in accordance with business best practice
- Ability to troubleshoot issues in the field, and escalate to Senior Field Support Supervisor where required
- Ensure field technicians document activities in accordance with standard operating procedures
- Timely extraction and filing of relevant documentation
- Professional, precise and efficient communication
General
- Attend and participate in staff meetings and training sessions as required
- Comply with general office policies, procedures and all legal requirements.
- Trouble shoot operational challenges in real time to support the Operational Team
- Keep and update program data by working with, updating, entering and organizing information into various software programs including but not limited to: Microsoft Suite The Service Manager (TSM) Asana Kepler Dashboard
- Generic Reporting as required
Expectations
- Ensure field jobs are completed in full
- Ensure field jobs are executed in accordance with business SOPs
- Diagnose and mitigate common field issues
- Escalate and execute mitigation in collaboration with Senior Field Support Supervisor where required
- Ensure correct documentation is captured and shared by field technicians
- Ensure documentation is extracted and shared in a timely manner
- Ensuring field works are completed within expected timeframes, communicating delays and issues as appropriate
- Development of rapport with field team
- Ability to absorb geographical knowledge (countries, states, cities, suburbs, and shopping centres) and relationships between sites.
- Strong eye for detail
General
- All Processes are followed
- Attend and participate in staff meetings and training sessions as required
- Field Representatives are scheduled appropriately
- Rapid and precise communication
Organization Relationships
- Participation in all staff meetings and training. Working close with the Operations Team and Field Representatives, as well as the wider business
- Develop trust with Clients (Office & Retail) and strive for their excellence and success. “The Customer Must Succeed”
Physical Requirements of the Position
This is an online based position that will require periods of sitting at a desk operating office equipment and computers. Robust broadband connection required
Skills
Job Details
Kepler Analytics
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