Telecom Area Operating Officer

7 days ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom SoundHR Full time £35,000 - £60,000 per year


Exciting opportunity for a specialists in Telecoms

We are looking for AOO

Job Purpose : 

To be responsible for the coaching and development of a team of Field
Installation Engineers in a specified region. To offer technical advice
whilst Engineers are onsite and ensure processes are being followed
to protect teams and ISO standards. To ensure the level of service
provided is fully compliant with customer requirements and
organisational targets are being met.
Key responsibilities:
 Liaise with Service Centre (SC) to ensure all the days' jobs are
covered and assist in completing jobs if required.
 Complete ad hoc or high profile jobs, liaising with the SC to hard
assign these, or assign to appropriately skilled Senior Engineers.
 Complete one bi-monthly Audit for every Engineer, scheduling as
necessary.
 Raise tickets for any issues identified at Audit. Anything that cannot be
corrected at the time must be raised on the ServiceMax ticket system.
 Investigate any stock discrepancies escalated by the SC. Any
discrepancy must be fed back to Engineer to ensure understanding of
the process and advise SC of corrective action. Must close loop and
monitor failures. Arrange coaching session for Engineer to ensure
compliance and record action taken. If same issue persists with same
Engineer then follow PIP process.
 Review Performance Reports and manage team to drive
improvements. Call or meet with Engineers to discuss performance
and improvement, to include efficiency targets, customer satisfaction
rates, compliance issues and behavioural issues.
 Highlight any resource, training, and compliance and equipment issues 
to OM. This includes Stock, HR, Finance and Fleet.
 Carry out PAL with each Engineer twice a year. Complete PAL report
and provide output to OM who will discuss and review before providing 
to HR.
 Weekly calls held with OMs and SC teams as necessary to understand 
performance. Review performance targets weekly and produce 
improvement plans.
 Ensure that Engineers have read and accepted any Briefings within
time scale set by OM. Liaise with SC to monitor any Engineer not
compliant with this.
 Investigate any complaints and provide details to the Quality Control
Officer. All claims of a sensitive nature to be escalated to OM
 Carry out absence/ return to work/ duty of care interviews. All interview
output with Engineer to be documented and sent to HR and OM
 Provide support to Fleet and Finance in recovering vehicles, tools and
assets, coordinating and complying with the leaver's process.
 Carry out any technical interviews on behalf of HR as required. 
 

Apply to find out more

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