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Service Fulfillment Technician

Service Fulfillment Technician

TTC MobileLagos, NG
2 days ago
Job description

Job title : Service Fulfillment Technician

Job Location : Lagos Deadline : March 05, 2025 Quick Recommended Links

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Educational Qualifications & Functional Skills :

  • A Bachelor's degree in Engineering, Computer Science, or an equivalent in working experience.
  • A Master's degree in Engineering, Computer Sciences or any other related field (preferred)
  • Minimum of 5 years' Service Fulfillment experience in the IT / Telecommunications field Broadband Service Operations in particular.

    • JOB DESCRIPTION

    Operation

  • Supervises laying of cables directly in trenches or string it through conduits running through trenches
  • Conducts quality control of fibre project at all steps of implementation & acceptance in accordance with the following Fibre Optics OSP Parameter, (Manhole, Route Marker, HDPE &PVC Duct, Bridge Attachments, crossings (road, drainage,streams, etc.), Blowing & Pulling, Splicing, Joint Box, ODF / DDF, Site Entrance etc.
  • Monitors and reports all assigned projects at dedicated sites and ensuring timely completion of projects with strict compliance of HSE policy procedures.
  • Plans and schedules project timelines and milestones using appropriate tools.
  • Proffers cost cutting strategies for each project while showing loyalty, honesty, transparency and dedication in daily duties.
  • Ensures excellent customer relationship management; vendor management, and resolution of complicated community issues as well as other issues.
  • Inspects, approves and signs-off all implementation and as-built-drawings steps and documentation.
  • Optimizes backbone performance and losses by reducing extra cable joints.
  • Manages technical discussion and problem resolutions with vendor and contractor.
  • Submits all progress reports and documentation requirements of the retail business in the project implementation process.

    • Collaboration Supports the sales and marketing department to complete a sale by verifying infrastructural capability to fulfil customer service installation.

  • Suggests value and service improvement initiatives to customers based on service fulfillment expertise and experience.
  • Receives and manages service escalations from the Customer Experience and Advocacy unit, communicates the status and remediation plan and follows through till the issue is resolved.

    • Work Plan and Processes

  • Develops best fit work methodology to ensure that installations are done at minimal cost and that customer satisfaction is achieved.
  • Structures end to end development and delivery approach.

    • Drives continuous improvement to create efficiencies / improve products / services.

  • Tracking service metrics, managing budgets and helping lead the professionals responsible for getting services delivered to clients.

    • Customer Relationship Management

  • Ensures provision of excellent customer service by identifying customer needs, handling customer concerns and fulfilling customer requests in a timely manner.

    • Customer Installation

  • Coordinates customer installation process.