Field Services Manager Cape Town

5 days ago

Cape Town, Western Cape, South Africa Gijima Holdings Full time
Regional Field Service Manager

The purpose of a Regional Field Service Manager is to oversee and manage the efficient and effective delivery of field services within a designated geographic region. This role plays a crucial part in ensuring that ICT systems, solutions, and services are implemented, maintained, and serviced seamlessly for clients within the designated area. The Regional Field Service Manager acts as a bridge between the organization, its clients, and the field service teams, ensuring that the technical and operational aspects align with business goals and customer expectations. This role involves strategic planning, resource management, team leadership, and fostering strong customer relationships to drive business growth and uphold service excellence. Manage, monitor and track the revenue and margin per service asset per account as well as establish relationships and understanding of the clients' business and needs to identify, qualify and unlock net new revenue opportunities.

FORMAL EDUCATION:

  • Grade 12
  • BCom/Relevant Technical Qualifications / Diploma
  • Management Qualification will be an added advantage

EXPERIENCE:

  • Field Service Experience: Prior experience working in End User Computing, preferably in progressively responsible roles such as field technician, engineer, team lead. This hands-on experience provides a deep understanding of the technical aspects of the role.
  • Management Experience: Experience in managing teams, projects, and resources is crucial. Candidates should have experience leading and motivating a team of field technicians, engineers, and support staff.
  • Regional or Area Management: Experience in overseeing operations within a specific geographic area or region is highly valuable. This could involve managing multiple service locations, coordinating resources, and ensuring consistent service delivery.
  • Client Relationship Management: Strong client-facing experience, including building and maintaining relationships with clients, addressing their needs, and managing customer expectations.
  • Technical Expertise: In-depth technical knowledge of IT systems, networking, hardware, software, and troubleshooting. This expertise enables effective decision-making, guidance, and problem-solving for the team.
  • Project Management: Experience in planning, executing, and managing field service projects, including resource allocation, scheduling, and budgeting.
  • Budgeting and Financial Management: Familiarity with budget planning, cost management, and financial reporting related to operations.

TECHNICAL / LEGAL CERTIFICATION

  • CompTIA A+
  • CompTIA Network+
  • Microsoft certifications

RESPONSIBILITIES:

  • Team Leadership and Management: Lead, mentor, and motivate teams, promoting a positive work environment and fostering professional development. Set performance targets and conduct regular performance evaluations to ensure teams meet and exceed expectations. Provide guidance and support for technical and non-technical issues, promoting a collaborative approach to problem-solving.
  • Service Delivery: Oversee the planning, execution, and quality assurance of field service projects, including installations, upgrades, maintenance, and repairs of ICT systems. Ensure compliance with industry standards, company policies, and safety regulations during service delivery. Monitor project schedules, allocate resources effectively, and implement process improvements to enhance service efficiency and customer satisfaction.
  • Operational Efficiency: The manager is responsible for optimizing resource allocation, overseeing project scheduling, and process improvement to ensure efficient field service operations. This includes coordinating logistics, managing schedules, and tracking resources to maximize productivity.
  • Client Relationship Management: Establish and maintain strong relationships with key clients, acting as a point of contact for service-related inquiries, escalations, and updates. Collaborate with clients to understand their technical requirements, provide tailored solutions, and address any concerns promptly. Participate in client meetings, presentations, and reviews to build rapport and identify opportunities for additional services.
  • Technical Expertise: Stay up to date with industry trends, emerging technologies, and best practices in the ICT sector to ensure a high level of technical competence. Assist in complex technical troubleshooting, problem-solving, and resolution of issues that may arise during field service operations. Provide guidance to the team on technical matters, ensuring they have the necessary training and resources to excel in their roles.
  • Budgeting and Resource Management: Collaborate with the Snr EUC Manager and MD of End User Computing to develop and manage budgets, ensuring efficient allocation of resources to meet operational and financial goals. Monitor expenses, track project costs, and identify cost-saving opportunities without compromising service quality.
  • Reporting and Documentation: Prepare and deliver regular reports on service delivery performance, project status, and key performance indicators to the leadership team. Maintain accurate and comprehensive documentation of field service activities, including service reports, technical documentation, and client communications.

SKILLS:

  • Leadership Skills
  • Communication
  • Problem-Solving
  • Customer Focus
  • Negotiation and Conflict Resolution
  • Strategic Thinking
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