Field Operations Engineer (Installation Manager)
The position of Field Operations Engineer is in charge of the management of interventions on customer site in a geographical area assigned in Europe. The interventions are carried out by partners within the framework of outsourced services.
The position is attached to the Head of Field Operations.
Necessity to travel 30-40% of the time ( travel at least 1 times per quarter in Europe).
Summary of the position
The Field Operations Engineer coordinates, supports and monitors the outsourced teams in charge of actions relating to the installation and / or troubleshooting of equipment on the customer's site.
- The scope of his position is as follows (not exhaustive):
- Coordination of field deployment activities and submission of Work orders to the selected partners
- Daily Operations on Salesforce platform to manage intervention at customer premises
- Monitoring of the intervention management processes on customer’s site which has been defined
- Monitoring of the partnerships relating to outsourced services within its scope
- Forecasting, controlling of activities of its scope
- Supporting a continuous improvement of the processing chain relating to its scope in order to maximize the satisfaction of customers and partners
- Monitor the progress of planned activities and ensure the respect of the deadlines alerting in case of delays
- Training partners and customer on Satellite services and technologies
The Field Operations Engineer guarantees the operational monitoring and budget consistency of the activities of its scope.
Internal clients:
▪ The other departments of the Operations Department (Customer Relations Center / Technical Operations / Business Operations / Logistics Management )
▪ The accounts of the wholesalers partners that cooperate to the activity
▪ Management Control regarding the proper management of the financing of on-site interventions
The Field Operations Engineer is in charge for monitoring, controlling and following indicators (not exhaustive) on its scope :
- Compliancy with the timeline planned
- Time and quality of installation and / or intervention on customer’s site
- Cost of installation
- Satisfaction delivered to customers
- % of successful interventions
Missions
- Prepare the planning and submit in Salesforce the interventions in relation to the forecasts and the interventions to be carried out by country
- Monitoring the daily output production gaps and animate the action plan for improvement
- Alert his hierarchy and internal customers in the context of an operational crisis and propose a contingency plan
- Implement all the means made available to guarantee customer / partner satisfaction
- Ensure compliance of good conditions for cooperation of its teams with the rest of its ecosystem
Qualifications and experience
- Minimum 3 years of experience in a similar business environment
- Good knowledge and experience of leading highly operational teams and in the field
- Knowledge of ' one of the market's next: Support and Repair / Specialty Retail High-Tech / Telecommunications
- Electronic or Telecommunication Engineering training or equivalent (Bac + 3 )
- Good communication and good decentralized management skills
- Ease of steering by rudder (taste for analyzing numbers)
- Ability to adapt to organizational changes (flexibility and openness), taste for challenges
- Mastery of IT tools
- Italian & English written and spoken fluently
- French is a plus