JOB DESCRIPTION: Technical Manager - Field Line Manager
POSITION: Field Line Manager
DEPARTMENT: Technical Service
MAIN PURPOSE OF JOB: Manage all services done in the area, client queries and manage service technicians.
QUALIFICATION & EXPERIENCE: Grade 12 or equivalentMinimum 3 years management experienceCustomer Service experiencePeople management experienceJOB REQUIREMENTS & OTHER ATTRIBUTES: Computer literate (MS Office, Listener, Outlook, Internet)Knowledge of Listener advantageousPSIRA Registered (Grade B)Valid Driver's LicenceConversant in SAIDSA requirementsKEY PERFORMANCE AREAS: TECHNICAL TARGETSEHSPEOPLE MANAGEMENTADMINISTRATIONDUTIES: Plan and manage the service calloutsLiaise with clients regarding technical and account queriesMeeting Field Force Transformation (FFT) targetsEnsure proper stock control and counts in technical vehicles as well as inspectionsManage Health and Safety and injuries on dutiesConduct SHE inspections for ladders, electrical equipment, PPE and vehicle checksConduct SHE meetings and toolbox talks with Installations staffIdentify training and development needs among staff and coach accordinglyComplete all necessary paperwork for the successful recruitment of terminated staff or new positions which may become availablePeople management, including all HR related issues as well as staff developmentWork closely with the staff members to identify and solve queriesStaff wellbeingComplete reports on figures and targets, late service calls, fuel consumption and kilometres, red/green flag and SMS test.Check and distribute fines to installations staff and obtain signed AODsCheck individual installers' cellphone bills and obtain signed AODsCheck Installer drive sheets, including arrival and departure times at sitesReceive and attend to Listener notes and provide feedbackAddress emails received from internal departments and provide feedbackPERFORMANCE STANDARDS: Ensure that weekly service targets are metEnsure first time resolution to client queries and the correct payments are received for service calls.Ensure that FFT targets are met as set out in the budget for the branch.Minimise stock loss to less than 1%.Ensure that all incidents are reported to HR within 24 hours of the incident occurringEnsure inspections are conducted on a monthly basis and discrepancies reported to Installations Manager / HODEnsure toolbox talks and SHE meetings are conducted monthly and minutes sent to HR Officer – EHSEnsure that terminated paperwork is submitted to HR for processingEnsure that staff performance is monitored and recorded regularlyEnsure that staff are given proper training in line with the work completedEnsure that queries are dealt with effectively and efficientlyEnsure that AODs are signed and submitted to payroll before the 10th of each month for payroll cut-offEnsure that Listener notes and emails are attended to timeously and feedback providedEnsure that Installers' whereabouts are recorded accuratelyEnsure that reports are completed weekly and sent to the Installations ManagerWe reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.
Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.
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