7 Jun 2016

Field Service Support Manager Vacancies In Kenya

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Field Service Support Manager Job Nairobi, Kenya

We are a blue chip company, a leader in the broadcasting media sector. Due to expansion and growth, the following position has risen in our organization. The Position will be based in Nairobi.

Field Service Support Manager Responsibilities


  • Evaluate 5% of all new installations
  • Ensure installers are adhering to the required standards
  • Mentoring and coaching the installers
  • Perform installer QA
  • Manage the Installer app and ensure that it is used

Installer training and support

  • Conduct training needs analysis
  • Ensure that all installers are trained
  • Disseminate all technical information which impact on the day to day operations of the installers
  • Provide technical support to installers and customer service department (fault finding and problem resolution
  • Accreditation and Installer database installers and ensure that the database is up-to-date

Number of accredit installers

  • Ensure that all accredited installers have been trained, have the necessary tools and equipment to perform their functions
  • Ensure that installers maintain a customer base of all the installations they perform and use the same  database to conduct evaluations

Signal Monitoring

  • Monitoring the signal at all the GOtv sites using the available technology.
  • Reporting any issues to BDT
  • Provide technical support
  • Communicate and advise installers on relevant technical information
  • Advise the local office of such incidents/problem resolutions in order to equip them to field any customer related queries

Build relations with Installers

  • PR functions (constant communication with the installers)
  • Motivate installers to perform on their optimal
  • Arrange regular Q&A sessions to address installers’ concerns
  • Implement installer retention strategies for example incentives for top installers

Field trials

  • Manage and be involved in field trials for both software and hardware.
  • Recruit field trialists and will ensure that all VIP installations are done.
  • Managing ,consolidating feedback and providing feedback on all field trials

Monthly reporting

  • Provide reports on all field services duties and responsibilities
  • Provide action plan for the following month

Qualifications For Field Service Support Manager

  • A Degree in Engineering / Electronics
  • Best practices for Terrestrial digital/analogue operations
  • IT networking
  • Digital television systems
  • Equipment repairs, Modular swap-outs
  • Knowledge of Standby Generators
  • Basic knowledge on air conditioners
  • Be in possession of a valid driver’s license


  • Customer Service Skills
  • Communication Skills
  • Technical Skills
  • Time Management Skills
  • Problem Solving Skills
  • Decision Making Skills
  • Planning and Organizing
  • Training & Coaching skills
  • High level verbal and written communication skills
  • Strong and effective interpersonal skills
  • Strong logic and analytical skills to do technical problem solving
  • Strategic thinking
  • Strong networking ability with industry and technology providers
  • Strong leadership skills


  • Engineering background
  • Pay TV industry
  • Digital Television Systems Engineering
  • Processes to manage mutli-faceted systems
  • Technical understanding of key system interfaces
  • Transmission Knowledge
  • RF Network knowledge
  • Fault Finding Procedures
  • Supplier Product Knowledge
  • Satellite platform knowledge
  • Rest of Africa experience
  • Decoder Fault analysis

How to Apply

  • Applicants should submit their CV’s (clearly marked “Field Service Support Manager” on the subject line to: [email protected].  Closing date for the applications is on 15th June 2016

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