Regional Support Manager

Our client is one of largest telecommunication provider company in Indonesia. They have been one of the pioneers in the industry. It has certainly been the leader in providing affordable fixed wireless services to customers, particularly those in the under serviced areas.

Regional Support Manager
(Jakarta Raya)

Responsibilities:

• Setting and meeting performance targets for speed, efficiency, effectiveness, and quality
• Manage the IMAC including updates to relevant parties
• Setup relevant procedure and process for incident, problem, configuration, and change managements
• Managing the daily running of the Regional Support Center
• Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues; including escalating matters
• Maintaining up-to-date knowledge of industry developments and involvement in networks and standard systems e.g. iDirect
• Monitoring random calls to improve quality, minimize errors and track operative performance
• Handling the most complex customer complaints or enquiries
• Recording statistics, user rates and the performance levels of the center and preparing reports
• Analyzing performance statistics and making decisions on the basis of these statistics
• Organizing staffing, including shift patterns and the number of staff required to meet demand
• Manage the APAC technical services provisioning group; ensure compliance toward processes and procedures
• Liaise with and follow up to Engineering group for escalation matters unresolved in the operation
• Set the team training plan and objectives for the year, provide the information to APAC Director of Operation
• Monitor and review the team's objective and training regularly and provide the feedback to Director of Operation; which include promotion recommendation and/or other recognitions candidates
• Report periodically to the Director of Operation and Provide feedback to APAC Director of Operation to continually improve the APAC operation

Requirements:

• Bachelor degree in electronic/engineering/telecom.
• At least four years experience with network systems and good knowledge on radio frequency communication systems, microwave, satellite technologies, and/or equivalent work experience is required.
• Minimum two years experience on the managerial level.
• Overseas work experience is a plus.
• Knowledge of Cisco routers, digital multiplexers, satellite modems and radios, media converters, fibre optic, up/down converters, telephony and stabilized antennas.
• Ability to plan jobs and install communications systems with minimal supervision and oversight.
• Possess satisfactory written and verbal communications and decision-making abilities.
• If needed, travel is required including driving to land sites and boat or helicopter to offshore sites.
• Ability to handle high levels of stress and workload.
• Proficiency in English - oral & written - is a must

All applications will be treated in the strictest of confidence. If you are a suitable match for this position please send your application to:

technology@monroeconsulting.com