Recruiter: Reka Vajna
Why BT?
We’ve always been an organization with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.
Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.
Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.
Why this job matters
The Global Field Services team supports customers on the ground, putting in service as well as maintaining and fixing issues. This includes WAN, LAN, IPT, voice, audio & video conferencing & POP services, WiFi Surveys and electrical power services & support. We provide data center services including, remote access and reactive and proactive maintenance. We provide IT services including server deployment and commissioning.
• Operational responsible for a team of associated 3rd parties in the local sub-region
What I’ll be doing – your accountabilities
This role supports the delivery and quality assurance of the Field Services Operation that supports products and services deployed across several BT site/cities including, GPOP, hosting, 3rd party and customer premises. Support GFS management team in achieving LOB goals and objectives. Level 2 and 3 field technical support of service delivery and assurance events that will ensure client SLA’s and customer satisfaction measures are met.
Single point of contact for Field Service activities in a sub territory to make sure that all operational activities are performed on customer premises, datacenters and BT POP sites.
Perform Installation and break fix activities including on call coverage during out of office hours at customer locations and BT-POP sites
Operational accountability –
Carry out and oversee quality installation & break fix duties
Conduction Wi-Fi surveys for BT´s customers
Coordinate and lead action for escalations on operational level for suppliers and internal resources
Inventory management for spare equipment & organizing reverse logistics
Supporting front office during bid phase
Maintaining process documents
Technical support for complex activities, local project coordination , Installation , Break fix & measurement activities for complex migrations or ad hoc support
Own dispatch process, engineer availability, identification of partner resource needs, on-call schedules & projects
Be part of the Work Control Desk for management of resource and service requests act as a quality gate, manage escalations, dispatch work, help stakeholders and support & control of all activities in the region
Have a good understanding of FSL and ensure all work and service requests are populated and managed properly in the tool. This includes giving feedback to continuously improve FSL and associated processes.
Provide quotes for non-standard requests, involvement and providing technical expertise in a bids phase for own labour & partners. Development of Run book and service Design together with design and bid team
Provide cost estimates as needed and work closely with Territory manager.
Understand and manage end to end field services customer experiences to maximize customer satisfaction.
Coordinate, support and follow up on escalations involving resources and services related to his team and area of responsibility, including partners.
Inventory management for spare equipment and organizing reverse logistics.
Provide feedback internally as well as externally on operational issues for continuous improvement.
Partner supervision and being part of the partner performance review process conducting operational reviews, drive continuous Service Improvement , and take part or lead governance meetings
Coordinate and lead follow up actions during escalations to closure
Work closely with Territory Manager to support consistent ways of working across the different teams and partners used within the territory.
Coverage of field operations in the absence of the Territory Manager.
Work collaboratively with the Territory Manager to manage and optimize travel, overtime and OPEX
Drive a culture of add-on sales to push the team to identify new and up-sale opportunities.
Roster planning and make sure that engineer availability is ensured to cover the day to day operations including maintaining the “on call – planning”
Other responsibilities
Maintain and update process documentation when needed
Work with Territory Manager to help consolidate reporting and take action on reports in his team.
Train BT and partner engineers in BT Health and Safety regulations
Off-site sparing & 3rd party suppliers, site consumables
Health and safety check on BT POP sites and equipment
Dimensioning of measurement equipment and adherence of calibration intervals
Make decisions using internal or external resources in projects or other activities
Establish a close relationship to local customers to provide best in class service according to the local requirements.
Analysis of Invoice discrepancies with requestor and partners including validation of additional costs
Skills required for the job:
Strong proven technical field service expertise, including but not limited to:
- Installation, configuration, and troubleshooting of network, security and communication OEM equipment.
- Video telepresence products and services.
- Wireless surveys and improvements.
Customer Champion mentality by ensuring we always deliver the right outcomes for our customers.
Able to work across multiple technologies and lead a dispersed team
Commercial skills, able to understand and define correct cost estimates for the services being provided.
Confident dealing with third party suppliers and other stakeholders
Strong customer service experience, able to resolve issues and remove barriers
Strong understanding of engineering in telecoms
Strong organizational skills
Good communication and written skills.
Strong customer focus and sense of ownership.
Safety . Support Territory Manager to ensure H&S policies are followed
Security . The job holder will be authorized to access, use or disclose customer information only when they need to do so to perform their operational duties. Any other access, use or disclosure may only be made on receipt of additional authority from the information owner. To ensure that the job holder (and his/her team if applicable) is made aware of the need to safeguard sensitive customer information, so that customers perceive BT to be a trustworthy organization.
