Regional Head - Installation & Repair - Telecom

We are currently hiring a Installation & Repair (I&R) - Regional Head for a leading Telecommunication firm .

Job responsibility :-

Manage Regional Customer Installation & Repair (I&R) - Customer Premises for Enterprise business across all Product with revenue of approx. 750+ crores.

- Customer Premises Installation & Maintenance, Onsite & Walk in Repair & Retrieval of Customer Premise Equipment (CPE) for Mobility, Corporate, SME & Nelco across Wireless, Wireline, WiFi Networks across all regions.

- Lead teams of Regional Field Services Managers, Off roll and Agency workforce responsible for Installation & Repair in the regions.

- Planning, Strategy & Implementation to ensure KPI performance, Optimize costs & enhance service revenues of all BUs across all regions.

- Training & Development of internal & external manpower.

- Adherence to TRAI QOS, TL9000, Internal/external audits.

The Key Areas of Responsibility are as under :

- Responsible for Regional Installation & Repair Delivery Service at Customers- premises of all Businesses across Wireline, WiFI Operation and Wireless Network in the regions.

- Support/ Field Testing/ Participation for Planning at multiple levels internally and externally along with Technology teams thru HQ Verticals, I&Rs and Other BSO for Managing I&R operation.

- Job involves complex External engagements with I&Rs, Agencies, 3rd Party Players, BSO's, Infra Service Providers, Local Govt and Statutory bodies etc. to improve Delivery and Resolution Cycle time and better SLA's and QOS with cost effective solutions.

- Responsible for Customer interactions and ensuring effective and timely handling of customer's requirements.

- Responsible Customer Complaint Index & MTTR for Broadband, RWLN, ILL, PRI/BRI, Centrex, FTTB Customers

- Responsible for Centralized Customer Fault Management : ILL, PRI, BB, WIFI

- Ensure development of resource and service capabilities at regional levels by identifying training needs in terms of technical / behavioral competence as to equip them to handle customer complaints and execute I&R orders at customers- premises effectively, on time.

- Ensure Installation & Repair budget within approved / assigned limits.

- Responsible for imparting Customer Education at Field to reduce queries, Calls at Call center and repeat complaints.

- Provide inputs to M&L team for Material Forecast and Inventory management for Installs and repair.

- Responsible for TRAI QoS Benchmark, Process Compliance

- Responsible for periodical Audit and conduct check on Customer premises as per TRAI guidelines

- Support & Solution on Field Constraints, Customer Escalation Management

- Responsible for Improving Online Resolution & Reduce Field Complaints

- Conduct Scheduled Audits on Customer Installation & Faults to improve Customer Experience & Reduction in Repeat Complaints

- Coordinate with I&R agencies - for Material Management, I&R Management, I&R Budget Control

General Areas of Responsibility :

- Third Party Management - Responsible for Managing I&Rs, agencies, 3rd Parties, BSOs infra service provider for service delivery and lease of infra-structure.

- Off Roll Resources - Role definition, Selection, Productivity & Performance

- Relationship Management - Develop and manage a strong alliance with internal/external stake-holders to improve the predictability of deliverable's better SLA and QOS readiness for new services and cost effective solution.

- Compliance - Responsible for TRAI QoS Compliance for service delivery.

- Process Improvement - Drive initiatives with Corporate IT to extend maximum automation and system based tools for the functions to reduce regional variance.

- Quality Management - Manage Quality of Service and initiate Corrective Action and Service Improvement Plans as appropriate.

- Cost Optimization - Implement Special Projects at regional level w.r.t. Integration and Improvement of processes for Cost Optimization

- ESAT & CSAT

Pre-Requisites :

- Working experience on Telecom & ISP Operation

- Experienced on Customer Interface for Installation & Repair. Enterprise, Carrier and Retail Customers

- Should have Product Knowledge of Non-Retail (Data) and Retails (Broadband & Voice)

- Knowledge on Layer 1 Transmission Devices such as MUX & CPE for Voice, Data and Broadband.

- Customer & Business Orientation

- Governance and Expertise on Multi I&R / Multi Skills

- Understanding of Regulatory and TRAI Compliance