Senior Field Technician
Job Req ID: 28676
Posting Date: 26 Mar 2024
Function: Engineering
Unit: Business
Location:
Zaventem, Belgium
Salary: Competitive with Benefits
**Recruiter: Reka Vajna**
**Why BT?**
We’ve always been an organization with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.
Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.
Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.
**Why this job matters**
The Global Field Services team supports customers on the ground, putting in service as well as maintaining and fixing issues. This includes WAN, LAN, IPT, voice, audio & video conferencing & POP services, WiFi Surveys and electrical power services & support. We provide data center services including, remote access and reactive and proactive maintenance. We provide IT services including server deployment and commissioning.
• Operational responsible for a team of associated 3rd parties in the local sub-region
**What I’ll be doing – your accountabilities**
This role supports the delivery and quality assurance of the Field Services Operation that supports products and services deployed across several BT site/cities including, GPOP, hosting, 3rd party and customer premises. Support GFS management team in achieving LOB goals and objectives. Level 2 and 3 field technical support of service delivery and assurance events that will ensure client SLA’s and customer satisfaction measures are met.
Single point of contact for Field Service activities in a sub territory to make sure that all operational activities are performed on customer premises, datacenters and BT POP sites.
Perform Installation and break fix activities including on call coverage during out of office hours at customer locations and BT-POP sites
**Operational accountability –**
+ Carry out and oversee quality installation & break fix duties
+ Conduction Wi-Fi surveys for BT´s customers
+ Coordinate and lead action for escalations on operational level for suppliers and internal resources
+ Inventory management for spare equipment & organizing reverse logistics
+ Supporting front office during bid phase
+ Maintaining process documents
+ Technical support for complex activities, local project coordination , Installation , Break fix & measurement activities for complex migrations or ad hoc support
+ Own dispatch process, engineer availability, identification of partner resource needs, on-call schedules & projects
+ Be part of the Work Control Desk for management of resource and service requests act as a quality gate, manage escalations, dispatch work, help stakeholders and support & control of all activities in the region
+ Have a good understanding of FSL and ensure all work and service requests are populated and managed properly in the tool. This includes giving feedback to continuously improve FSL and associated processes.
+ Provide quotes for non-standard requests, involvement and providing technical expertise in a bids phase for own labour & partners. Development of Run book and service Design together with design and bid team
+ Provide cost estimates as needed and work closely with Territory manager.
+ Understand and manage end to end field services customer experiences to maximize customer satisfaction.
+ Coordinate, support and follow up on escalations involving resources and services related to his team and area of responsibility, including partners.
+ Inventory management for spare equipment and organizing reverse logistics.
+ Provide feedback internally as well as externally on operational issues for continuous improvement.
+ Partner supervision and being part of the partner performance review process conducting operational reviews, drive continuous Service Improvement , and take part or lead governance meetings
+ Coordinate and lead follow up actions during escalations to closure
+ Work closely with Territory Manager to support consistent ways of working across the different teams and partners used within the territory.
+ Coverage of field operations in the absence of the Territory Manager.
+ Work collaboratively with the Territory Manager to manage and optimize travel, overtime and OPEX
+ Drive a culture of add-on sales to push the team to identify new and up-sale opportunities.
+ Roster planning and make sure that engineer availability is ensured to cover the day to day operations including maintaining the “on call – planning”
**Other responsibilities**
+ Maintain and update process documentation when needed
+ Work with Territory Manager to help consolidate reporting and take action on reports in his team.
+ Train BT and partner engineers in BT Health and Safety regulations
+ Off-site sparing & 3rd party suppliers, site consumables
+ Health and safety check on BT POP sites and equipment
+ Dimensioning of measurement equipment and adherence of calibration intervals
+ Make decisions using internal or external resources in projects or other activities
+ Establish a close relationship to local customers to provide best in class service according to the local requirements.
+ Analysis of Invoice discrepancies with requestor and partners including validation of additional costs
**Skills required for the job:**
+ Strong proven technical field service expertise, including but not limited to:- Installation, configuration, and troubleshooting of network, security and communication OEM equipment.- Video telepresence products and services.- Wireless surveys and improvements.
+ Customer Champion mentality by ensuring we always deliver the right outcomes for our customers.
+ Able to work across multiple technologies and lead a dispersed team
+ Commercial skills, able to understand and define correct cost estimates for the services being provided.
+ Confident dealing with third party suppliers and other stakeholders
+ Strong customer service experience, able to resolve issues and remove barriers
+ Strong understanding of engineering in telecoms
+ Strong organizational skills
+ Good communication and written skills.
+ Strong customer focus and sense of ownership.
**Safety** . Support Territory Manager to ensure H&S policies are followed
**Security** . The job holder will be authorized to access, use or disclose customer information only when they need to do so to perform their operational duties. Any other access, use or disclosure may only be made on receipt of additional authority from the information owner. To ensure that the job holder (and his/her team if applicable) is made aware of the need to safeguard sensitive customer information, so that customers perceive BT to be a trustworthy organization.
**About us**
BT is part of BT Group, along with EE, Openreach, and Plusnet.
Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’
We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.
This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.
**A FEW POINTS TO NOTE:**
Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
**DON'T MEET EVERY SINGLE REQUIREMENT?**
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.
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