• Application Deadline:
• Position: Field Coordinator - Operations



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience



• Location Lagos




• Job Field Engineering / Technical 
  
  

Job Summary

• The Field Coordinator is responsible for managing the lifecycle of service tickets, ensuring they are handled efficiently and effectively from receipt to completion. 


• This role involves analyzing incoming tickets, assigning them to appropriate field engineers, providing necessary technical support, and ensuring compliance with service timelines and policies.

Key Responsibilities

Receive/Analyze/Assign Tickets:

• Monitor and receive incoming service tickets through the Customer Care Management (CCM) system.


• Acknowledge receipt of tickets and ensure the intent of the ticket is well understood.


• Review the details of each ticket to understand the issue, urgency, and required expertise.


• Categorize and prioritize tickets based on established criteria.


• Identify the appropriate field engineer for each ticket based on their skillset, location, and current workload.


• Assign tickets to the selected field engineer and communicate assignment details.

Follow Up with Engineers:

• Maintain regular communication with field engineers to monitor the progress of assigned tickets.


• Ensure engineers adhere to the expected time of arrival (ETA) and service completion timelines.


• Address any issues or delays that may arise during the service process.

Provide Technical Support:

• Offer technical guidance and support to field engineers as needed to resolve issues efficiently.


• Serve as a point of escalation for complex or unresolved technical problems.

Receive Reports from Engineers:

• Collect detailed reports from field engineers upon the completion of each service ticket.


• Review reports to ensure accuracy, completeness, and adherence to company policies.

Update Tickets:

• Enter report details and any additional notes into the ticketing system.


• Update the status of each ticket to reflect current progress and completion.

Send Reports to Concerned Department:

• Distribute completed and verified reports to the relevant departments or stakeholders.


• Ensure timely and accurate communication of service outcomes.

Work Environment:

• Office-based


• Interaction with field engineers, technical staff, and other departments.

Education and Qualifications

• Degree: HND / B.Sc Degree in Computer Engineering or Telecommunications


• Skills: Strong communication skills, both written and verbal


• Attributes: Independent problem solver with strong team orientation


• Decision Making: Capable of making solid, fact-based decisions under pressure


• Environment: Ability to work in a high-pressure technical environment


• Experience: Technical experience in telecommunication field operations


• Technical Knowledge: Technical background or experience in RF, WLAN, and LAN.


• Certifications: Cisco Certified Network Associate (CCNA) is a plus.