Field Services Manager

Mission Statement for the Role: 

To own all aspects of customer installation and field support services, whilst ensuring every customer has the best quality install & experience possible & best chance of being installed.

Overall Responsibility:

Responsible for Poa! customer installations and field-based support services; management of commercial & operational relationships with install & support partners.

Financial:

Install Cost Per Customer, Customer Kit Recovery %, Support Cost Per Customer, Failed Survey Rate, Field Support Quality, Partner Stock Management.

People:

Field services partner teams and a desktop team of 2–4 people monitoring fleet movement.

Key SMART Results for A-Player Success

• Design, budget, and build the Field Services Organisation, ensuring all staff have scorecards, job gradings, performance management, and training needs analysis in place in coordination with the HR team- By end of Q3 2025
• Ensure all partners have up-to-date MSA's service descriptions and revised commercial terms for the next phase of growth - By end of Q3 2025
• Improve failed survey rates by at least 50% across all partners in all geographies - By end of Q2 2025
• Ensure all Field Services capabilities are selected, contracted and trained prior to launch to ensure all sales growth projections for the business are met and fully supported within SLA. - By end of Q2 2025
• Ensure all partners are trained and a clear reward/penalty process defined & implemented  - By end of Q1 2025
• Ensure that Poa! has the lowest cost structure in the industry from a customer installation & field support perspective, and still maintains exceptional quality and consistency throughout - By end of Q1 2025
• Ensure that field support visits executed and solved first time within SLA - By end of Q1 2025
• Define and execute churned customer kit recovery process, with 40% of total requests recovered -By end of Q1 2025
• Define and drive a culture of efficiency & quality through the Right First Time (RFT) approach to installations, with zero rework necessary - By end of Q1 2025

Level of Management Experience Required (Mandatory & Nice to Have)

Mandatory: Proven experience of end-to-end management of both insourced and outsourced installation & field support teams, especially in B2C environment within Kenya, operating from a few thousand and scaling to tens of thousands of customers.

Department stage of development where this role sits

Scaling

Key Competencies (H, M, L)

• Experience in building a field-based technical installation and support function in Kenya with >100,000 customer base. H
• Experience in managing insource and outsource field service partners with full end-to-end responsibility on costs and contracts. H
• Must have developed the most efficient and cost-effective ways of running a Field Services function nationally. H
• Must be great at developing and growing teams into high-performing units. M
• Must have a proven record in developing individuals as part of their growth. M
• Must have developed performance management and ongoing training for outsourced partner teams to get consistently high-performing teams across geographies. M
• Experience in fleet management will be an added advantage. M

Mandatory Criteria if Any, with no exceptions to hire

• Proven experience building high-performing teams in fast-growing, high-pressure environments.
• Must have managed insource and at least 5 outsource partners supporting a rapid, large-scale growth organisation in multiple regions in Kenya with full end-to-end responsibility on costs and contracts.
• Must have directly managed at least 10 people or more in multiple regions within Kenya.