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Field Services Consultant

Remuneration:Basic salary 
Location:Cape Town
Education level:Diploma
Job level:Junior/Mid
Own transport required:Yes
Travel requirement:Often
Company:FUEL Online

Job description

South Africa and Rest of Africa

This exciting role is Gauteng based. The Field Service Consultant (FSC) team is responsible for carrying out the Soft Handover (Project) and Regional Support (BAU) function offered to FUEL Clients in terms of their stipulated contracts. The Regional Support role is designed to drive Learner Engagement and continued usage of the IEL system by End Users. It will also be important to serve as a feedback loop between store/region/FUEL/L&D. The FSC team will form part of the Field Service Department and will network on the ground for FUEL.

The following activities will be covered by the Field Services Consultant:

Site visits (every 2nd month for RSA and 2 x per year for Rest of Africa)

Stores and regions will be visited every 2nd month and the visit will cover:
  • Meet with store/admin manager/eChampion
  • Meet with store controllers
  • Carry our handover process with any new store controllers/store/admin managers
  • Analyse store reports and ticket history
  • Analyse outbound call details
  • Review user reports with controllers
  • Point out learners that may need intervention (multiple fails on a course)
  • Assist with queries
  • Check status of devices/kiosks and PC utilization report.
  • Perform basic troubleshooting on devices
  • Load content/software
  • Gather “intelligence” on store (key staff changes/challenges/refurbs etc.)
  • Build relationships with key store personnel and learners
  • Motivate and encourage store managers and learners
  • Gather stories and videos of success from learners
  • Gather information on training or assessment issues
  • Assist on the ground with BAU Change Management initiatives (eg incentives)
  • Provide feedback and signed off checklist for each visit
  • Annual Preventive maintenance
Region visits
  • Build relationships with key regional personnel and learners
  • Ensure they can access management portal
  • Review regional reports/results
  • Discuss any specific store/regional concerns
  • Host regional training workshops
Outbound calls (every month) 

In line with the contract, each site must receive a courtesy call every month and a site visit every second month (where applicable). The call is meant to ensure relationship continuity so needs to cover as much as possible. It will be held with the designated eChampion and will cover:
  • Analysis and discussion on store training reports and ticket history
  • Assistance with queries
  • Confirmation that all is order with devices/kiosks
  • Gathering “intelligence” on store (key staff changes/challenges/refurbs etc)
  • Motivation and encouragement of E Champion/Store Contact
  • Gather information/feedback on training or assessment issues
  • Capture detailed feedback in an electronic ticket
  • Highlight exceptions noted.
  • Ensure exceptions are communicated to LE Manager
We employ outstanding people who are determined, self- motivated and passionate about what they do. If you are willing to travel for extensive periods, who meets the criteria and wishes to be part of an exciting young team then please send a concise CV to .

If you have not heard from us by 20 June 2018, please consider your application to be unsuccessful.

Company Description

FUEL is a fully integrated technology partner to some of the world’s biggest brands, offering a blended development solution through cloud-based applications and digital content. FUEL assists clients in navigating their journey from traditional to technology-integrated HR development strategies, as well as managing and supporting all employees, devices, content and technology as part of the HR strategy.
For more than 18 years FUEL has implemented online training academies on behalf of multinational companies operating in Africa, using appropriate infrastructure and connectivity solutions that facilitate organizational-wide reach of all employees no matter their literacy level. FUEL supports more than 1700 businesses and is currently implementing academies for an additional 150 000 employees across 15 African countries.


Key requirements:
  • Tertiary qualification in IT (A+ and N+ knowledge) preferred but not essential.
  • Two years' working experience within a technology operations environment.
Field Service Consultant requires:
  • Strong technological interest and understanding
  • Training Focused
  • Good Communication skills
  • Proven ability to identify and proactively manage risks
  • Strong troubleshooting skills
  • Work well under pressure
  • Strong time management skills
  • Detailed oriented
  • Ability to work independently

Posted on 11 May 14:53

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