Technical Field Line Manager

**Technical (Field Line) Manager (Hermanus Branch)**

Reports to Branch Manager

**SUBORDINATES**:

- Installation Technicians
- Service Technicians
- Wireman
- Installations Coordinator (Indirect/Dotted)
- Service Coordinator (Indirect/Dotted)
**MAIN PURPOSE OF JOB**:
Manage all aspects pertaining to the Technical department: Service calls, Installations, Invoicing (Daily Invoice control & management), Stock (Procurement, Distribution, Management & Control), Client queries & Complaints, Manage Technicians, Technical Assistants as well as dotted line of responsibility to Technical Co-ordinators.

**QUALIFICATION & EXPERIENCE**:

- Grade 12 or equivalent
- Minimum 3 - 5 years’ management experience
- Customer Service experience
- People management experience
- Minimum 3 - 5 years’ Technical background (in depth knowledge different alarm components and panels)
- Stock Control
- Tertiary education (advantageous)
- Financial background (advantageous)
- Fully Bilingual (Afrikaans & English)
**JOB REQUIREMENTS & OTHER ATTRIBUTES**:

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

- Accounts
- Call centre
- Services
- Sales
- Operations
- Control
- Guarding/LSS
**EXTERNAL CLIENTS**:

- Clients
- Suppliers
- Sub-contractors
**COMPETENCIES (TECHNICAL & BEHAVIOUR)**:

- Informing
- Motivating others
- Planning
- Time management
- Drive for results
- Action Oriented
- Priority setting
- Functional / Technical Skills
- Customer Focus
- Business Acumen
- Hiring and Staffing
- Building effective teams
- Interpersonal savvy
- Approachability
- Motivating others
- Problem solving
**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
**DUTIES - 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
**DUTIES - 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
**PERFORMANCE STANDARDS - EHS**:

- 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

**PEOPLE MANAGEMENT - DUTIES**:

- 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
**PEOPLE MANAGEMENT - PERFORMANCE MANAGEMENT**:

- 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
**ADMINISTRATION - DUTIES**:

- Complete the following reports: Weekly actual numbers vs. targets, Stock take & Control, Weekly Installations/Sales follow up/Courtesy calls, Late service calls, Radio transmitter & FTT report, Fuel consumption and kilometers, 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
**ADMINISTRATION - PERFORMANCE STANDARDS**:

- Ensure that reports are completed on a daily, weekly and monthly basis for