Quality Support Engineer

About Recroot Africa:Recroot Africa is a demand-led, digital-first talent platform that is on a mission to empower businesses and executives with the knowledge and perspectives needed to solve complex challenges, make informed decisions and stay ahead of market trends - all with “People” in mind. We do things a little differently at Recroot Africa, and we work with our clients to design the future of their organization with us, with our solutions designed exclusively for the employee lifecycle. We believe people sit at the heart of the organization, and our recruitment process reflects no less.Position Summary:Our client is a leading infrastructure and technology solutions provider operating across multiple regions. The company specializes in delivering high-performance engineering and maintenance services that ensure reliability, safety, and operational excellence for critical telecom and energy networks. With a strong focus on innovation, efficiency, and customer satisfaction, our client continuously invests in people, processes, and technology to deliver world-class service standards and sustainable growth. The Quality Support Engineer plays a key role in ensuring the consistent delivery of high-quality site operations and customer satisfaction. This position is responsible for supervising field engineers, providing technical support, monitoring performance, and ensuring compliance with safety, contractual, and customer requirements. The role demands strong leadership, technical knowledge, and a commitment to operational excellence.Key Responsibilities:Lead and supervise a team of 4–5 Field Engineers within the assigned region.Provide technical support on critical infrastructure components including generators, rectifiers, battery banks, air conditioners, DCDB, mains incomers, and earthing systems.Monitor site work orders and review field activities through desktop validation.Analyze site performance to ensure robust configuration, improved automation efficiency, and reduced energy consumption.Ensure network uptime consistently meets or exceeds customer expectations through quality-driven site operations.Support Field Engineers during callouts, validate root cause analyses (RCA), and implement preventive actions to avoid recurrence.Coordinate with the Operations Lead and field teams to ensure timely closure of site work orders and prevent potential penalties.Monitor RMS connectivity and ensure 100% compliance across all assigned KPIs, collaborating with both customers and field teams to resolve issues.Enforce strict compliance with safety and quality regulations across all operations.Strive to achieve zero non-compliance liquidated damages on managed sites.Validate cost requests from field engineers for issue resolution through Third Party Funding (TPF).Oversee fuel management processes by verifying collection, delivery, and RMS confirmations in line with planned allocations.Qualifications & Skills:Bachelor’s degree or Diploma in Electrical, Electronics, or Telecommunications Engineering (or equivalent).3–5 years of experience in telecom site operations, quality assurance, or field engineering.Strong technical understanding of power systems, rectifiers, batteries, HVAC systems, and site infrastructure.Key Competencies:Strong leadership and team management abilities.Excellent analytical and problem-solving skills.Proficiency in RMS systems and performance monitoring tools.Effective communication, coordination, and reporting skills.High commitment to safety, compliance, and quality assurance.Valid EUWRA Certificate and License.ERB Registration is an added advantage.Key Performance Indicators (KPIs)Power Uptime: Maintain 13-second DTPT uptime for managed sites.MTTRA & MTTRO: Ensure call-outs and outages are resolved within Site ETA plus 35 minutes ERT, maintaining a call-out ratio below 15%.SWO Closure: Complete all site work orders promptly according to priority.RMS Data Connectivity: Achieve full compliance with RMS KPIs including installation, data connectivity, tenant labeling, fuel probe functionality, and load matching.SOP Compliance: Maintain zero tolerance for non-compliance with standard operating procedures.Preventive Maintenance: Ensure zero call-outs or outages within 21 days following preventive maintenance.Refueling: Maintain 100% adherence to planned fuel collection, delivery, and LUKU top-up tasks.SHEQ Compliance: Achieve full compliance with Safety, Health, Environment, and Quality standards.Contractual Tasks (Tank Cleanup): Ensure completion with zero downtime or callouts for up to one year post-cleanup.Additional Information:This role is based in Tanzania.The position is subject to a 3-month probation period, with the potential for full-time employment upon successful completion.Recroot Africa is an equal opportunity employer. We encourage candidates from diverse backgrounds to apply.