Regional Field Services Team Lead

The Regional Field Services Team Lead is responsible for supporting XLink operations by ensuring seamless helpdesk support effective escalation handling and the optimization of call and route processes for all customers under the XLink domain. This role is critical in maintaining high service levels optimizing resource allocation and enhancing the overall customer experience through operational efficiency and proactive field service coordination.

The role directly supports a key customer portfolio of XLink customers. Responsibilities are geographically distributed across four regional clusters to ensure focused service delivery:

Eastern and Western Cape
KwaZulu-Natal and Mpumalanga
Northern Cape Free State and Limpopo
Gauteng and Northwest

Each regional lead ensures effective coverage coordination and performance management within their assigned provinces to uphold operational excellence and customer satisfaction.

Required Skills:

Helpdesk & Escalation Handling

• Handle escalated issues from XLink customers ensuring swift resolution.
• Provide direct support through the helpdesk addressing queries and troubleshooting issues.
• Support the end-to-end call process ensuring compliance with SLAs and ETAs.
• Ensure timely and effective issue resolution for customers.

Call and Route Optimization

• Analyse call data and XLink technician routes to optimize efficiency and reduce response times.
• Implement strategies to streamline service delivery and resource allocation.

Reporting & Performance Monitoring

• Analyse reports from helpdesk to improve performance call volumes and operational efficiency.
• Monitor key performance indicators through CRM FSM wallboard tracking and reporting tools.
• Provide data-driven insights to improve overall service operations.
• Providing metrics on technician unavailability.
• Providing metrics on non-compliance with logistics protocols

Support & Coordination

• Assist with MRM Wallboard and Teams Channel operations. Support technicians with escalations ensuring alignment with service objectives.
• Facilitate effective communication and collaboration within teams. Attending weekly customer operations meetings to provide updates and manage escalations
• Weekend support and submission of weekend performance reports to customers

Stock Control & Logistics Support

• Collaborate with Logistics to oversee stock control and ensure proper inventory allocation.
• Participating in weekly logistics meetings to address field resource planning and distribution

Training & Onboarding

• Assist with training programs for new and existing resources ensuring team members are equipped with the necessary skills and tools of trade.
• Supporting the onboarding and offboarding of technicians ensuring compliance and readiness