Assistant Operations Manager

Job Summary
:

The Assistant Operations is responsible for supporting the Operations Manager in operational matters withing Galooli.

This role ensures the smooth execution of field operations, coordinating resources, scheduling technicians, and managing the logistics necessary for delivering quality service to customers.

The assistant operations manager plays a key role in supporting field teams, ensuring adherence to service level agreements (SLAs), and improving operational efficiency.

Key Responsibilities
:

Field Service Coordination
:

• Coordinate and schedule field service activities, including installations, maintenance, repairs, and troubleshooting, ensuring efficient resource allocation.
  
  
• Supporting the Operations Manager, Technical Manager as the main point of contact for field technicians, providing necessary support and resolving any operational issues.
  
  
• Track (daily updates) approved SLA visits and dispatch technicians promptly to meet customer expectations and SLA requirements.
  
  

Resource & Inventory Management
:

• Ensure field technicians have the necessary equipment, tools, and materials for each service call.
  
  
• Track and manage inventory, move orders for spare parts, tools, and other supplies required for field operations.
  
  
• Coordinate with the warehouse or logistics teams to ensure timely delivery of materials to field technicians.
  
  

Reporting & Documentation
: Generate and analyse reports on service performance, technician productivity, and customer satisfaction by use of Jira ticketing tool

Collaboration & Teamwork
: Provide support to the field service leadership team, assisting with scheduling, reporting, and coordinating special projects.

Billing notification-
Initiating and notifying the collections team of closed projects that are ready for billing.

Reporting and Escalations
-working with the technical manager to document and escalate any snags/anomalies identified at site to the relevant client project manager.

Customer Meetings -
Attending daily customer project meetings to provide updates on project progress.

Attending weekly three-way meetings to address client action items that require Galooli's support.

Qualifications
:

Experience
: 2-3 years of experience in operations, coordination, or field service management in a telecommunications or technical environment.

Skills
:

• Strong organizational and time management skills, with the ability to manage multiple tasks simultaneously.
  
  
• Excellent communication skills, both written and verbal, for interacting with customers, field teams, and internal departments.
  
  
• Proficiency in using Microsoft Office Suite (Excel, Word, PowerPoint), Knowledge of Jira ticketing tool is a Plus
• Basic knowledge of telecommunications equipment, networks, and industry standards is a plus.
  
  
• Problem-solving skills with the ability to troubleshoot operational challenges.
  
  
• Attention to detail and accuracy in documentation and reporting.
  
  

Personal Attributes
:

• Proactive, with the ability to identify issues and implement solutions quickly.
  
  
• Customer-focused, with a commitment to delivering excellent service.
  
  
• Adaptable, with the ability to thrive in a fast-paced, dynamic environment.
  
  
• Strong team player, with the ability to collaborate effectively with different departments.
  
  

Reports to
: Regional Operations Manager

*The position is open to candidates of all genders and backgrounds equally.