WANANCHI GROUP
Come work with us.
Come work with us.
The Wananchi Group is Africa's pioneering provider of Triple Play (broadband, multi-channel television and voice telephony) and VSAT (broadband data and internet) services. We're in the process of rolling out Africa's most innovative cable and WiMax network to complement the existing VSAT infrastructure and are seeking to recruit ambitious, dynamic and innovative individuals who will drive our growth,
We're seeking to fill the following positions in the Group.
SERVICE DELIVERY MANAGER
Basic Function
The position exists to manage and oversee triple play service delivery to all customers in the retail section of the organisation all the way throughout the life of the customer, with our strategy of customerfocus in mind. The incumbent ensures that guaranteed service levels are provided during installation and support and response times meet customer expectations. The position exists to manage a division that is responsible for attending to all technical queries from the clients to enable clients to access the services provided by the company. The major responsibility of the division is to provide proper installation of cable TV and broadband systems in the market.
Accountabilities
- The incumbent will ensure that response times are met at all times and are continuously improved on.
- Work with various internal and external parties to ensure set quality benchmarks are met and continuously improved.
- Oversee the selection, training and motivation of teams within the department to ensure continuous improvement and high morale prevails and that all technical staff are adequately certified.
- Proactively identify business development leads and escalate to business development teams.
- The incumbent is the chief dispenser of work orders for installation and support. This includes network & infrastructure faults.
For acceptable performance the position requires a Degree in Computer Sciences or Electrical Engineering and at least 3 years experience in a fast phased, customer focused business environment.
The following competencies are necessary.
- Ability to understand Internet technology and its development
- Excellent analytical, organizational, problem solving and conflict resolution skills
- Strong Leadership, motivation, team and interpersonal skills
- Excellent communication skills (both verbal and written)
- A highly motivated self starter, enthusiastic and energetic
- Ability to develop and nurture a strong customer service team to meet customers needs.
- Willingness to make tough decisions that support the business objectives rather than popular decisions that are detrimental to the business
- Willingness to interact with customers in tough situations.
- Ability to command respect and influence among staff and customers
- Ability to provide feedback to the company on customers' changing needs.
- Awareness of the business environment and willingness to act quickly in response to situations that affect the business positively or negatively.
- Tact, diplomacy and sensitivity
- Tolerance for Stress.
Basic Function
The position exists to ensure the coordination of work within the Service Delivery team and across related departments is done in a smooth and organised manner.
Accountabilities:
- Prepare all work orders and allocate per territory
- Liaise with stores to ensure that minimum stock levels are maintained at all times
- Prepare equipment to be used for installation and give to installers
- Account for all equipment given to Service Delivery team
- Submit daily, all Service Acceptance Forms (SAFs) to Finance for billing
- File client sub-forms and SAFs for use in future support using client contact ID from v-tiger as the KEY REFERENCE ITEM.
- A good technical diploma
- Good organisation skills and documentation management
- Excellent communication skills
- 2-3 years experience in a similar capacity
- Ability to follow through and persist
Basic Purpose
The position exists to oversee broadband service fulfillment in the organization. The incumbent has the responsibility to ensure that the broadband service is delivered in a timely and comprehensive manner.
Accountabilities
- Oversees all broadband installation and support functions
- Ensure in-house installation and support teams and resources are in place
- Ensure contractor installation teams are recruited and in place
- Ensure continuous training and development of all teams
- Ensure specified installation and supportturnaround times are achieved and continuously improved
- Provide feedback to all stakeholders on the progress of broadband service from the market
- Liaises with engineering team to resolve any technical problems and facilitates user experience feedback
- A good technical degree preferably in IT, Computer Science, Electrical or Electronics/Computer Systems Engineering
- Knowledge of wireless technologies in particular WiMax, Wi-Fi, IP networking and structured cabling
- Experience in installing and maintaining wireless broadband networks
- Knowledge of radio installation and physical requirements in installation
- Experience of about 3-5 years in an IP operator environment
- If no degree, experience in IP operator environment of more than 10 years
- 2-3 years of supervisory skills managing more than 4-5 direct reports
- Good appreciation of the commercial function of the business
- Ability to develop business processes and implement efficiencies
- Strong motivator and leader of diverse teams
- Assertive and go-getter attitude
Basic Purpose
The position exists to oversee the cable TV service fulfillment in the organization. The incumbent has the responsibility to ensure that the cable TV service is delivered in a timely and comprehensive manner.
Accountabilities
- Oversees all cable TV installation and support functions
- Ensure in-house installation and support teams and resources are in place
- Ensures contractor installation teams are recruited and in place
- Ensures continuous training and development of all teams
- Ensure specified installation and support turnaround times are achieved and continuously improved
- Provides feedback to all stakeholders on the progress of cable TV service from the market
- Liaise with engineering team to resolve any technical problems on the cable TV service and facilitate user feedback
- Technical degree preferably in Telecoms or any other technical field like Computer Science, Electrical Engineering
- If no degree, experience in cable TV operator environment of more than 10 years
- Experience in installing and maintaining cable TV networks
- Knowledge of fibre optic and coaxial cabling
- Experience of about 3-5 years in a cable operator environment
- 2-3 years of supervisory skills managing more than 4-5 direct reports
- Good appreciation of the commercial function of the business
- Ability to develop business processes and implement efficiencies
- Strong motivator and leader of diverse teams
- Assertive and go-getter attitude
Basic Function
The underground construction supervisor will oversee in-house and subcontractors on our HFC FTTH projects as well as other projects in Nairobi and Mombasa. This position will be based in Nairobi, however, there are times in which traveling to other areas may be required. You will be the primary contact for our aerial and underground contractors, and have extensive contact with local municipalities, public utilities, telephone, state and local authorities.
Accountabilities
- This position serves as the single point of contact between our organization and Sub Contractors to resolve issues arising during the construction and/or maintenance process.
- This position is responsible for the daily administration of Outside Plant Construction and maintenance work that has been assigned to a Contractor.
- Carry out pre-survey and pricing of work before it goes to a contractor as well as verification of the Engineering Work Order to ensure all work functions are identified.
- Perform in-progress and post-completion quality inspections of Contractors work.
- Identify and order all materials required by the Contractor and arrange for the return of any excess material.
- Interface with Local governmental agencies and untility companies as required.
- Ensure the highest levels of customer satisfaction and earn our customers' continued business and loyalty.
- Interact with network managers and directors in successfully responding to and resolving service escalations to meet customer requests and expectations.
- Ensure that work is completed in an accurate, timely, and efficient manner.
- Monitor and approve expenses ensuring adherence to defined budget.
- Must be able to be on call and to work nights and weekends if needed,
- Bachelors Degree in Engineering, Construction Management ora related field and/or 5 years related work experience in Outside Plant Construction or engineering in the telecommunications industry.
- Experience working with local and international carriers in a multi-vendor network
- Experience in inventory and materials management.
- Ability to read and interpret work prints, service orders and repair reouests. Requires a recent background in Construction with some Installation/ Maintenance background,
- Ability to perform quality and safety reviews and address performance issues in these areas with the Contractors.
- Must be willing and able to travel extensively in company provided vehicle (Valid driver's license is required).
- Verbal and written communication skills, ability to motivate others and good teamwork skills
- Must be able to negotiate and prioritize multiple projects and perform underpressure.
- Must be able to be on call and to work nights and weekends if needed.
Basic Purpose
The position exists to deliver installation and support of broadband service to end user customers in the market.
Accountabilities
- Install broadband service via WIMAX radios to customers as per work orders
- Install router or networking equipment as required per work order
- Ensure proper cabling work is done maintaining the set benchmark for installations
- Troubleshoot problems with clients on their broadband service and resolve directly or through the help of the technical team
- A good technical diploma
- Excellent understanding of mounting of brackets, masts and civil works
- Excellent understanding of structutured cabling and cable management
- Experience in a field environment of not less than 2 years
- Overseeing a technical team of at least 2 direct staff
- Excellent customer service and communication skills
- Valid driving license with at least 1 year accident free experience
Basic Purpose
The position exists to assist the Broadband Installation Team Leaders deliver installation and support of broadband service to end user customers in the market
Accountabilities
- Install broadband service via WIMAX radios to customers as per work orders
- Install router or networking equipment as required per work order
- Ensure proper cabling work is done maintaining the set benchmark for installations
- A good technical diploma
- Excellent understanding of mounting of brackets, masts and civil works
- Excellent understanding of structutured cabling and cable management
- Experience in a field environment of not less than 2 years
- Excellent customer service and communication skills
- Valid driving license with at least 1 year accident free driving experience
Basic Function
Serve as a direct point of contact for customers, interacting with customers to provide information on our products and services. Efficiently handle and resolve customer's queries and complaints
Accountabilities
- They receive orders for services to be installed, turned on, turned off, or changed.
- Communicate with customers through a variety of media-either in person; by telephone or e-mail.
- Efficiently resolve customer requests, questions and complaints, analysing each specific customer request, to tailor the best solution with the resources available.
- Provides pricing and installation information, processes orders, and prepares cash reports.
- Sets up new accounts, maintains records and prepares reports.
- General degree or diploma in business studies
- 1-2 years experience in a fast phased customer oriented business environment.
- Experience and knowledge of CRM modules an advantage
- Multi-task oriented with a pleasant personality
- Excellent communication and problem solving skills
Only short listed candidates will be contacted
