Service Fulfillment Technician

at  ipNX Nigeria Limited

• This role is responsible for ensuring the operational effectiveness of all ipNX products and directing the development and implementation of service fulfillment strategies in line with customer needs and ipNX’s objectives.

QUALIFICATIONS

• A Bachelor’s Degree in Engineering, Computer Science, or an equivalent in working experience.
• Minimum of 5 years of Service Fulfillment experience in the IT/Telecommunications field - Broadband Service Operations in particular
• A Master’s Degree in Engineering, Computer Sciences or any other related field (preferred)
• Experience in Project Management, Engineering and Design, Customer Relationship Management, Logistics and Resources Management, Business Development, Stakeholder Management.

• 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.
• Supports the sales and marketing department to complete a sale by verifying ipNX’s 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.
• 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.
• Ensures provision of excellent customer service by identifying customer needs, handling customer concerns and fulfilling customer requests in a timely manner.
• Coordinates customer installation process.