Technical Manager

5 months ago

Worcester, South Africa Fidelity Services Group Full time

**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 department
- Liaise with clients and accounts department with regards to technical and account queries
- Meeting Field Force Transformation (FFT) targets
- Installation Inspections
- Ensure proper stock control and counts in technical vehicles and store room as well as inspections
- Check all invoices to ensure correct stock transfers
- To maintain stock levels and ensure stock readily available for installations/service

**EHS**
- Manage Health and Safety and injuries on duties
- Conduct SHE inspections for ladders, electrical equipment, PPE and vehicle checks
- Conduct 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 available
- People management, including all HR related issues as well as staff development
- Identify Training and development needs among staff and coach accordingly
- Work closely with the staff members to identify and solve queries
- Staff Wellbeing

**ADMINISTRATION**
- 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 sites
- Check and distribute fines to installations staff and obtain signed AOD’s
- Investigate break ins, downloads of panels and compile break in report
- Receive and attend to client queries and provide feedback
- Liaise telephonically with technicians and internal departments regarding technical queries
- Send technical vehicles for service and repair as and when required
- Investigate and report claims against the company and report damages that may have occurred
- Attend various training sessions
- Complete the annual recommitments with Installations staff

**PERFORMANCE STANDARDS**
- Ensure that weekly and monthly Technical targets are met
- Ensure first time resolution to client query
- Ensure 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 dates
- Check and distribute FTT, Low Bat and WIP reports
- Ensure that all incidents are reported to HR within 24 hours of the incident occurring
- Ensure inspections are conducted on a monthly basis and discrepancies reported to Installations Manager / HOD
- Ensure toolbox talks and SHE meetings are conducted monthly and minutes sent to HR Officer - EHS
- Ensure that the terminated paperwork is submitted to HR for processing
- Ensure that staff performance is monitored and recorded regularly
- Ensure that staff are given the proper training and in line with the work completed
- Ensure that queries are dealt with effectively and efficiently
- Ensure that reports are completed on a daily, weekly and monthly basis for Branch & Regional Technical Manager
- Attend weekly, monthly meetings
- Ensure that AOD’s are signed and submitted to payroll before 10th of each month for payroll cut off
- Ensure that all technical queries are resolved within prescribed standards
- Ensure vehicles are sent for repair at regular intervals
- Ensure that investigations and claim reports are addressed within prescribed standards
- Ensure that payroll documents are submitted by 10th of every month
- Ensure that training sessions are attended as and when required
- Ensure completion of courses as and when required (annually)

**COMPETENCIES **(TECHNICAL & BEHAVIOURAL)**
- Informing
- Motivating others
- Planning
- Time management
- Drive for results
- Action Oriented
- Priority setting
- Functional / Technical Skills
- Customer Focus
- Business Acumen
- Interpersonal savvy
- Hiring and Staffing
- Building effective teams
- Approachability
- Problem solving

**JOB REQUIREMENTS & OTHER ATTRIBUTES**:

- Computer literate (MS Office, Listener, Outlook, Internet, Power point)
- Knowledge of Listener & SAP (advantageous)
- PSIRA Registered (Grade B)
- Valid Driver’s License
- Conversant in SAIDSA requirements
- After hours / Standby availability

**QUALIFICATION & EXPERIENCE**:

- Minimum Grade 12 or equivalent
- Minimum 3 years’ management experience
- Customer Service experience
- People management experience
- Minimum 3 years’ **Alarm system** technical background (in depth knowledge different** alarm** components and panels)
- Stock Control
- Tertiary education (advantageous)
- Financial background (advantageous)
- Fully bilingual

**Fidelity Services Group (Pty) Ltd supports global fair practice and

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