Fixed Installation Desk Advisor

Key accountabilities and decision ownership:

• With expertise in OTDR/LSPM testing equipment, analyse the testing reports to check whether the results are within the budget and fixed fibre services (FTTX) and 5G.
• Coordinate with technology teams in operational acceptance of newly declared ready for connect buildings/towers/villas. and to create technical inventory report which is required to connect new customers. Engage with Commercial and Business team to ensure already to connect buildings are published correctly on website.
• Work and coordinate with Technology Operational teams to monitor the number of splitter ports per buildings and request for expansion based on utilization.
• Ensure to understand the technical field challenges to connect the customer in given SLA (e.g., blockage, optical power parameters and routing of fibre cables, labelling).
• Fulfilling manual activities that is:
  • Uploading and tracking fixed line inventory- routers (ONT, CPE, STB) and fibre patch cords,
  • Calling customers for appointment booking., and Monitor SLAs across multiple field vendors and areas,
    • Tracking order failures and follow- up with technology teams to ensure end to end fulfilment happens in 48H.
    • Manual disconnection of QNBN links based on disconnection request from customer.
• Engage with relevant parties (QNBN, Vodafone roll out team) to get Kahramaa IDs for all eligible apartments, villa and involve in field team audit to validate compliance to scope of work and Vodafone way of working.
• Own and maintain field service experience by providing regular training to field team on Vodafone way of working plus ensuring field agents have Vodafone approved uniforms, and IDs.
• Tracking and reporting of fixed line inventory issued to field partner and reconciliation. Access Media first operator portal to check IP TV fulfilment status as part of fulfilment troubleshooting and engage with field partners to ensure assigned orders are activated within the SLA.
• Provide back-office support to the field team to resolve technical issue identified during activation and engage with technology for uploading inventory and patching for new declared RFS building.
• Reviewing post installation feedback received from customer and taking necessary action and provide feedback to the relevant field partners. Monitor field team’s appointment and ensuring teams reach as per the customer given appointment time.
• Leverage MS Office tools ( Power BI, Power Automate, PowerPoint) to provide insights and highlight trends that can support operational enhancement.
• 90% overall sales lead to be converted to successful installation, ensuring all delivered manged services are bill. Ensure daily reports to be generated for day-to-day activities.
• Perform any additional project, task or activities assigned/delegated by the Line Manager.