Service Manager

2 weeks ago

Durban, KwaZulu-Natal, South Africa SMHR Full time

The service manager will be responsible for leading teams of technicians and electricians, managing electrical installations, project timelines, budgets, communicating with clients and stakeholders, and ensuring that all installations are of high quality and meet the needs of the client.

They will ensure the successful completion of electrical installations while maintaining high standards of safety, quality, and customer satisfaction while maximizing profit.

They will always serve the needs of the business first and always protect the interests of the company.

KEY AREAS OF RESPONSIBILITY:

1) Managing a minimum of 8 technical teams, and minimum of 150 open works orders at any given time
2) Plan, coordinate, and delegate work orders to achieve operational goals:

  • Schedule crews and update work-orders with support staff daily to communicate to other role players.
  • Ensure that works are executed within the agreed time frames to meet client Service Level Agreements (SLA).
  • Ensure that teams understand job scopes and can do the installation according to budget and client contract requirements.
  • Schedule projects according to project programme: daily and forecasting
  • Ensure deliverables are met within project timelines to achieve profitable outcome.
  • Enforce additional controls to prevent abuse of overtime and maximize normal working hours available.
  • Schedule standby crews, and support standby crews during shifts as required.
  • Monitor PPE requirements, and safety equipment compliance.
  • Manage the jobs to ensure repairs are resolved and closed first time.
  • Manage and maintain positive relationships with clients, stakeholders, and contractors, ensuring that client satisfaction is maintained at a high level.
3)

Day to Day Job Management:
utilising correct staff, material, equipment allocation, journey management/route planning

  • Competent Staff: Teams have the required skill and knowledge to execute work, is compliant to work on allocated site or for a specific client.
  • Performance: Supervise and oversee the productivity of the staff, guaranteeing the achievement of KPI's and the delivery of highquality work.
  • Correct Materials: Has the correct material, at the correct price, to complete the work in the allocated time frame within the quoted or budgeted amount.
  • Procurement: Assist with procuring BEE accredited suppliers within areas so the teams can have easy access to materials while performing their duties.
  • Material management: Manage the material to ensure correct POs are raised, and material is GRV'd correctly. All material not utilised is returned to the supplier timeously.
  • Equipment Allocation: has the necessary tools and equipment to perform the required work safely, and to adhere to client protocols.
  • Vehicle maintenance: ensure vehicles are properly maintained, compliant and safe to drive, and used by team members in a safe and effective manner.
  • Vehicle stock: ensure stock levels, PPE and equipment is management by team leaders. Mismanagement should be addressed accordingly.
  • Journey management: jobs are planned to achieve optimal output from the crew, and to utilise maximum productive hours within the SLA time frames while adhering to our client's protocols.
  • Continuous communication with teams and support staff to monitor job progress.
  • On the job coaching ensuring that staff have the necessary skills and knowledge to perform their roles effectively
- lConduct TBT's, site audits and desktop audits according to branch KPIs and internal audit policy

4) Support to Technical Management

  • Overseeing site management with Field Managers / Supervisors and Senior Electricians
  • Report to various departments and directors on project progress and other outcomes
  • Providing ad hoc technical support to clients and support staff
  • Attending ad hoc site meetings with clients and third parties
  • Facilitate GAP cover platform to ensure effectiveness.
  • Manage the branch internal audit procedure and ensure KPIs are met on required feedback.
5) Management and Controls

  • Utilise all available resources effectively to ensure optimal delivery of services to customers: field staff, support staff, data and information, suppliers, company property, operating systems etc.
  • Promote responsible behaviour, and a culture of excellence.
  • Continuously improve service delivery, identifying areas for improvement and implementing strategies to improve quality, efficiency, and customer satisfaction
  • Sign off on Invoices within allocated time frames.
  • Ensure all documentation is accurate for clients.
  • Manage and sign off on team members hours of work and overtime. Effectively manage the >95% productivity rate required.
  • Manage Petty cash, live out allowance and other needs for the team members to effectively perform their duties.
  • Ensure a team spirit and provide a good working environment for your team.
  • Ensure HSSE culture is promoted and that the teams are fully HSSE compliant for all tas

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