MAIN PURPOSE OF JOB: Manage all Technical work done in the area, client queries and manage Technicians, Technical Assistants as well as dotted line of responsibility to Technical Co-ordinators.
REPORTS TO:
Branch Manager
SUBORDINATES: Installation Technicians
Service Technicians
Wireman
DUTIES:
TECHNICAL TARGETS Plan and manage the Installation and Service departmentLiaise with clients and accounts department with regards totechnical and account queriesMeeting Field Force Transformation (FFT) targetsInstallation InspectionsEnsure proper stock control and counts in technical vehicles and store room as well as inspectionsCheck all invoices to ensure correct stock transfersTo maintain stock levels and ensure stock readily available for installations/serviceEHS Manage Health and Safety and injuries on dutiesConduct SHE inspections for ladders, electrical equipment, PPE and vehicle checksConduct SHE meetings and toolbox talks with Installations staff
PEOPLE MANAGEMENT
Complete 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 developmentIdentify Training and development needs among staff and coach accordinglyWork closely with the staff members to identify and solve queriesStaff WellbeingADMINISTRATION
Complete the following reports: Weekly actual numbers vs. targets, Stock take & Control, Weekly Installations/Sales follow up/Courtesy calls, Late service calls, Fuel consumption and kilometres, Red/green flag and SMS test.Check Installer drive sheets i.e. arrival and departure times at sitesCheck and distribute fines to installations staff and obtain signed AOD'sInvestigate break ins, downloads of panels and compile break in reportReceive and attend to client queries and provide feedbackAddress emails received from internal departments and provide feedbackLiaise telephonically with technicians and internal departments regarding technical queriesSend technical vehicles for service and repair as and when requiredInvestigate and report claims against the company and report damages that may have occurredAttend various training sessionsComplete the annual recommitments with Installations staffPERFORMANCE STANDARDS
Ensure that weekly and monthly Technical targets are metEnsure first time resolution to client queryEnsure that FFT targets are met as set out in the budget for the branch.Minimize stock loss to less than 1%.Stock take as per regional datesCheck and distribute FTT, Low Bat and WIP reportsEnsure 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 the terminated paperwork is submitted to HR for processingEnsure that staff performance is monitored and recorded regularlyEnsure that staff are given the proper training and in line with the work completedEnsure that queries are dealt with effectively and efficientlyEnsure that reports are completed on a daily, weekly and monthly basis for Branch & Regional Technical ManagerAttend weekly, monthly meetingsEnsure that AOD's are signed and submitted to payroll before 10th of each month for payroll cut offEnsure that Listener notes and emails are attended to timeously and feedback providedEnsure that all technical queries are resolved within prescribed standardsEnsure vehicles are sent for repair at regular intervalsEnsure that investigations and claim reports are addressed within prescribed standardsEnsure that payroll documents are submitted by 10th of every monthEnsure that training sessions are attended as and when requiredEnsure completion of courses as and when required (annually)COMPETENCIES(TECHNICAL & BEHAVIOURAL) InformingMotivating othersPlanningTime managementDrive for resultsAction OrientedPriority settingFunctional / Technical SkillsCustomer FocusBusiness AcumenInterpersonal savvyHiring and StaffingBuilding effective teamsApproachabilityProblem solvingJOB REQUIREMENTS & OTHER ATTRIBUTES:
Computer literate (MS Office, Listener, Outlook, Internet, Power point)Knowledge of Listener & SAP (advantageous)PSIRA Registered (Grade B)Valid Driver's LicenseConversant in SAIDSA requirementsAfter hours / Standby availabilityQUALIFICATION & EXPERIENCE:
Minimum Grade 12 or equivalentMinimum 3 years' management experienceCustomer Service experiencePeople management experienceMinimum 3 years' Alarm system technical background (in depth knowledge different alarm components and panels)Stock ControlTertiary education (advantageous)Financial background (advantageous)Fully bilingualWe 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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