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National Technical Operation Manager
1 month ago
**Overall purpose of the job**: The National Technical Operation Manager is responsible for the management of technicians, scheduling, fitments and customer care.
**Duties & Responsibilities**:
- Manage and oversee a body of technicians across the country working directly for Fidelity
- Manage and oversee a body of technicians across the country sub-contracting for Fidelity
- Manage a team of scheduling staff to ensure that 90% of sales are fitted in the month of sale Manage, train and develop a world class customer care team
- Analyse calls, identify issues, document the problem, the root cause and the corrective action
- Manage the development of training material and facilitate training interventions
- Manage the development of best practice to improve fitment volumes and facilitate training interventions
- Manage the development of best practice to improve customer care and facilitate training interventions
- Ensure strong communication and collaboration between sales, scheduling, technicians, customer care and finance
- Identify trends and provide insights for Manco and Exco reporting
- To carry out any ad-hoc functions
- Contributes to team effort by accomplishing related results as needed
- Maintain a deep knowledge of Fidelity SecureDrive's products and services and keep up to date with changes
- Contributes to team effort by accomplishing related results as needed
- Develop and maintain a customer centric culture within operations.
- Develop and maintain a total quality management (TQM) framework in the technical portfolio.
- Develop and maintain a customer retention strategy in the customer care portfolio.
**Minimum qualifications and experience**:
- Telematics experience in a managerial role is non-negotiable
- Computer Literate (MS Office, Excel, PowerPoint)
- More than 5 years operational management experience
- More than 2 years multifunctional management experience with more than 100 staff reports
- Strong HR management experience including performance management
- Proven track record of technical understanding and innovation
- Proven track record in operational efficiency and innovation
- Operational budgeting and forecasting skills
Attributes:
- Action orientated
- Time Management
- Planning and Organizing
- Attention to detail
- Problem Solving
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**_ 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._
