Connected Services – Installer Coordinator & Validation Support Notes

Employment Timeline

  • 2007{-}2012: Call-centre agent.

  • 2012: Released due to ill-health.

  • Re-applied 2014, made permanent 2015 in Self-/Connected Services.

  • Role unchanged after 2017 restructuring; title now “Installer Coordinator.”

Reporting Lines

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  • Line managers (old → new): Paul Masters → Justin → Justin Jackson → Farhad (2019-present).

  • Team leaders: Sandy Mukwala → Bobbie Nhleko (2021-present).

  • Supervisor for validations ticket allocation: Simphiwe Manzini.

Core Duties (Installer Coordinator)

  • Allocate & schedule installation jobs (within 25\,km radius) via virtual system.

  • Maintain installer data profiles; add/remove installers.

  • Handle Freshdesk action items (installer queries, job moves, contact checks).

  • Weekend/public-holiday overtime only when approved.

Validation Support (Ad-hoc)

  • Access to VMS granted 2020 (buddy-trained by Jabulani Mtshali & Karabo Kodisang).

  • Assisted validations team 2020{-}2024, mainly weekends; weekday help only when instructed.

  • Cannot self-assign validation tickets; Manzini assigns.

Standard Validation Workflow

  1. Open Freshdesk ticket → download job card.

  2. Extract installer accreditation # from job card.

  3. Installer Portal: locate decoder(s) linked to accreditation.

  4. Clarity: verify decoder active & matched to customer/installer.

  5. Installer Portal: click each decoder → “Submit” (release for payment).

  6. Freshdesk: close ticket with invoice/reference number.

• Mandatory artefact: job card; no validation without it.

Escalations & Cross-Queue Handling

  • Escalations emailed to installeradmin@… land in personal queue of 4 coordinators (no manager).

  • If capable, resolves validation-related escalations instead of moving to FS Claims; logs under Installer Admin.

  • Tasks paused when instructed to prioritise validations.

Payment Cadence

  • Installer payments run \text{Mon} / \text{Wed} / \text{Fri}.

  • Typical overdue check: jobs >7 days or missed payment window.

Frequent Escalating Installers

  • “Dikarabo Answers”

  • “Future Set.”

  • “Focal Point”.

Key Systems

  • Freshdesk (tickets, job cards).

  • Installer Portal / VMS (validation & payment release).

  • Clarity (decoder/customer status).