About this role
Key Deliverables:
• Compliance with the Company policies
• Incident and Problem Management
• 100% response time SLA-Response back to GSD
• Achieve <.5% of all service calls being escalated to the FE team.
• 100 % SLAs provide update to GSD of leaving on site engagement.
• Achieve 100% SLA for scheduled on site engagements
• Transition of Services for the Company Clients
• 100% attendance to scheduled client DC and OHS inductions
• Attendance and completion of all physical and logical audits activities scheduled < 3 days subject to client availability
• Inventory Management
• This applies in location where FE’s are located.
• 100% accuracy in the completion on IMRs
• 98.5% quarterly inventory accuracy across all locations where the Company inventory personnel are stationed
• Meet 100% OLAs for quarterly stocktakes in locations where no Company inventory are stationed.
• 100 % response time OLA to logistics and IMR requests
• 100% completion SLA to next flight IMR request
• Sparing for New Accounts
• Oversee the entire sparing process
• Ensures that sparing is properly conducted within OLAs
• Evaluate client enrolled assets and recommend parts for sparing
• Coordinate with Logistics on parts sourcing for sparing
• Submit recommended spare parts purchase for approval
• Upload in Netsuite-CMDB complete information of enrolled assets for SDM verification
• Disseminate information on the transition progress of new accounts
• Out of scope field work
• 98% SLA monthly SLA out of scope quotations with 48 hours of call being logged.
• Certification and Training
Accountabilities:
• Ensure all commitments made to the customer are met, or re-scheduled with the customer’s knowledge and approval
• Ensure clear lines of communication are met between Support Services Manager and FE’s
• Ensure clear lines of communication are met between GSD and FE’s
• Comply fully with thecompany policy to protect the interest of Company at all times
• Monitoring New FE’s
• 2nd Level Technical Assistance:
• Provide technical support to the FE team on escalations
• Mentor the FE’s to allow them to develop their technical skills further
• Provide documentation through Knowledge Base articles
• Procedural Guidance for FE team:
• Thorough knowledge of current FE team procedures
• Update procedural documentation when required
• Proactively update procedural documentation for improvements
• Human Resources Management and Planning:
• Reporting of FE performance at the end of their probationary period
• Reporting of other FE performance to the CTSO
• Assistance and suggestions in recruiting (to be reported to CTSO)
• Service Call Updates:
• Ensure that FE is providing accurate call updates to the GSD in timely fashion until closure of the service call
• OH&S Work Environment:
• Ensure that the technical work areas remain clean and organized at all times
• Ensure that the warehouse remains clean and organized where practical
• Ensure that the FE team adheres to all OHS requirements, including for lifting, cabling, rack mounting and equipment in rooms are not obstructing walkways.
• Training and Certifications
• FE Team Tactical Operational Planning