Purpose of the Role
- To spear head and optimize field services responsible for teams and on-site merchant service delivery, including installation, configuration, support, and training, ensuring high-quality, consistent, and efficient service that maximizes device uptime, merchant satisfaction, and revenue continuity.
Job Context
Key Focus Areas
- Mobilized end to end Field Services Delivery and Installations in line with Field Services Strategy and Operational Requirements (30%)
- Spear headed Field Service equipment troubleshooting, replacement and upgrades of equipment and devices (15%)
- Enhanced field service operating systems and processes and software upgrades (20%)
- Effective supplier and stakeholder management (15%)
- Safe guarded equipment and device returns from merchants ensuring stock accountability (10%)
- People Leadership, capability, and team performance (10%)
Core Leadership & Behavioral Competencies
- Accuracy
- Planning and coordination
- Results oriented
- Customer focus
- Co-operation
- Leadership
- Excel in a high-pressure environment
- Situational Awareness
Technical / Proficiency Competencies
- Installation Demand Planning & Forecasting
- Diagnostic Thinking and Trouble Shooting Tool Proficiency
- Network and Internet of Things (IOT) Connectivity
- Software and Firmware Management
- Device Lifecycle Management (Payments Hardware)
- Inventory Management, Refurbishment, Dispatch to Decommissioning
- Supplier and SLA management
- Payments Industry Compliance Regulations
- Inventory, Reverse Logistics Management of Equipment, Stock and Boot Stock
- Operational Facilities and Fleet Management
Key Responsibilities
Field Services Delivery & Installations
- Mobilize end to end field service delivery and installations in line with Field Services strategy and operational requirements.
- Drive workforce capacity planning, productivity utilization, forecasting and route optimization.
- Ensure availability of equipment, devices and stock to meet SLA requirements.
- Mobilize merchant lifecycle installations in line with legislation, policies and procedures.
- Analyse performance data and drive service improvements.
Repairs, Troubleshooting & Upgrades
- Spear head provisioning of data driven planning for repairs and upgrades
- Ensure compliance with SLA’s, regulations and policies
- Champion predictive and preventative maintenance
- Minimize disruption to merchant operations
Systems & Software Optimization
- Enhance operating systems and software upgrades
- Drive data-led improvements and optimization
- Ensure compliance with regulations and internal procedures
- Execute structured maintenance and lifecycle management
Stakeholder & Supplier Management
- Mobilize warehouse and dispatch coordination for equipment availability
- Collaborate with Supply Chain, Product, Sales and Operations
- Provide feedback loops on equipment and performance insights
- Manage P&L, Capex and Opex within budget
Equipment Returns & Asset Management
- Plan and manage retrieval of retired devices
- Ensure accurate recording and accountability of returned stock
- Drive asset recovery and inventory accuracy
People Leadership
- Build workforce capacity and readiness
- Drive high-performance culture and customer focus
- Ensure ongoing training and development
- Manage staffing coverage including weekends and after hours
Management Accountability
- Number of direct reports: 3
- Number of indirect reports: TBA
Qualifications & Experience
Minimum qualification:
- Technical Diploma Certification in Electrical, Electronic or Mechanical Engineering or similar
Minimum job-related experience:
- 4–6 years leading a business or function in field service installations within banking, fintech, mobile money or payments industry
- Strong operational leadership, problem solving, escalation handling and stakeholder management
- Experience with field service management systems and tools
Certifications
- Information Technology Infrastructure Library (ITIL)
- IT Certification
- OEM Certification
- Driver’s License
Knowledge Requirements
Systems
- Inventory and warehouse management systems
- Device tracking and refurbishment systems
Processes
- Device lifecycle management and refurbishment processes
- Inventory control and stock management
- Reverse logistics and triaging
Products
- Payment devices, POS hardware, and refurbishment components
Compliance & Requirements
- Occupational Health and Safety Act (OHSA)
- Consumer Protection Act (CPA)
- Payment Card Industry Data Security Standard (PCI DSS)
Work Conditions
- Daily travel throughout the region, including remote areas
- May require national travel
Gmail
Yahoomail