Field Service Manager (Eastern Cape) We are looking for a Field Services Manager who will supervise and manage a team of Field Support Technicians based throughout the Eastern Cape area to provide managed services to Retail and EUS customers within contractual SLAs. To ensure a consistent, high level of service delivery to enable customer retention and satisfaction, continuously monitor the level of service delivery and ensure proper allocation of resources, monitor expenditure and control costs and manage the company assets to ensure stock is available on demand and stock losses are minimum. Will be required to travel throughout the Eastern Cape region. Must have a valid driver's license and own vehicle. Will be required to work extended hours.
KEY RESPONSIBILITIES: Manage Customer Service Work Order Dockets and related paper Process Monitor Astea Mobile usage and processes Monitor and manage logistics requirements including Ras, IMOs and boot stock management Manage ST's Productivity Monitor, Drive High Performance Culture Quality Management System Requirements Control financials Ensure SLA compliance per client requirements Monitor premises management Manage customer escalations Conduct monthly site visits Conduct monthly vehicle checklists with the ST's on company cars Monitor and process payroll input for the team to Regional Admin (overtime; standby; kms; allowances; etc) Ensure that the install base is correct by managing the FO22 process, Client Audits Review the account plans with the Support Technicians Adhere to Altron Digital Business Policies and Procedures QUALIFICATIONS, EXPERIENCE, & SKILLS: Educational Qualifications: Grade 12 essential Relevant Post Matric Qualification in IT Management Development Programme Diploma/Degree Years of Experience: 2 - 3 Years Field Service Management Experience in an IT Management services environment Other requirements: Service Level Agreement Management Financial Management Customer Service Management Project Management Customer Relationship Management Proficient in MS Office Proficient in Astea and Qlik Behavioral Competencies: Conflict Management Business Acumen Strategic Execution Customer Service Oriented Managing Change Decision making Managing Teams Analytical and Data Reporting Performance Management Stock Management Managing Risks Understanding the Geographical Locations of the Eastern Cape Attitude and Behavior: Flexibility and adaptability (responsive to changes in customer requirements) Results and Achievement Orientated Drive commitment to accuracy and quality Problem Solving Communication Education: National Certificate Level 4 (N4) / Grade 12 (Required)
Languages: English
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