Technical Manager

**POSITION PURPOSE**

The purpose of the Technical Manager are to ensure that technical services are managed and executed according to each account.

**METHOD STATEMENT**
- Technical Managers (TM) will be provided with training on the Broll systems, Concept Evolution (CMMS) and the Broll Management Portal, in order to manage tasks, approve orders and manage the day to day operations. Concept Evolution (CMMS) and the Broll Portal (Web interface) are two software programs used by Broll to manage our client requests and service delivery.
- Each Technical Manager will be provided with a Broll cell phone, vehicle and laptop with 3G in order to perform their duties in remote areas and out of office.

**REPORTING LINES**
- TM will report directly to the Divisional Technical Manager (DTM) for all scope of works.
- All correspondence to client will be channelled through DTM.
- All discrepancies relating to client and contractors must be channelled through DTM.
- Any unsafe aspect must be reported to DTM for action, Broll OHS for record keeping.

**VEHICLES**
- Vehicle policy to be signed and handed to the Technical Manager. Make sure you familiarise yourself with the policy.
- Broll vehicles are for official work only and no private passengers may be transported in a Broll vehicle.
- Log sheets are to be kept on a daily basis.
- Vehicle checks and inspections are to be done on a weekly basis to ensure the vehicle is in a roadworthy condition and any dents or scratches are reported.
- Any vehicle repairs or issues are to be reported on the Risk Register on BOL.
- The vehicle policy document will provide more detail on the reporting process.
- Broll vehicles are to be parked at the Broll premises afterhours and are not utilised as a commuting vehicle for Broll staff.
- No traveling with any Broll vehicles are allowed without a WI issued to travel to perform Broll duties. If you do not have a WI to travel you cannot travel with the Broll vehicle, this an additional WI for the client request logged.
- Signed copy of the vehicle policy are to be handed back to the Divisional Technical manager and or HR.

**ESSENTIAL FUNCTIONS AND BASIC DUTIES**

TECHNICAL SERVICES
The Technical Manager (TM) needs to ensure that the services are managed and provided in accordance with the SLA signed between Broll and the client.

**1. Management of client request/incident**
- All requests/incidents are logged via the Broll CMMS system - Concept Evolution.
- The Contractor is to be managed on a daily basis in Concept Evolution by the TM, to ensure that work are attended to and completed on time.
- All comments/events are to be added on the system on a daily basis with regards to work in progress, and the client must be informed that attention is given to the request/incident.
- The TM has to ensure that all detail of the request/incident is recorded on Concept Evolution events/comments, so that no information gets lost.

**2. SLA time lines**
- SLA time lines are measured in accordance with the agreed priority assigned to the problem description associated to the call received.
- The TM has to ensure that the calls are managed within these agreed SLA time lines. If the SLA time line cannot be achieved, then Concept Evolution must be updated with comments via an Event entry, with the reason for failure.
- The Technical Manager must manage SLA progress reporting provided via Concept Evolution, as well as continuously managing the system, to ensure that target completion dates of all open WI are managed before the set target completion dates and times fall due. If a set target date and time is missed, it constitutes a failed SLA for that call.
- It is the responsibility of the TM to ensure that the end-to-end process is followed to achieve completion and closure of each WI, and managing the various LOC [level of completion] stages and progress on the call.
- It is the responsibility of the TM to action and close all WI’s before the set SLA timelines fall due.
- In following up and closing all calls within the set SLA timelines, the TM is assisted by the Broll National Call Centre, however the TM remains responsible for the management of the contractor work activities and performance during the process.

**3. Site inspections are to be done on a regular basis and in accordance with the SLA**
- All sites are to be visited as issued by Divisional Technical manager, and all priority sites as incidents occur.
- All site condition audits and store inspections must be captured on the Mobile Audit APP and saved to the ‘cloud’.
- During these site visits the TM must report to the site security, sign in the visitor book, as well as introduce himself to the store manager. On leaving the premises, he must sign out again.
- Once the inspection is completed, the TM must report back to the store manager, as well as on his findings during the inspection.
- All findings during the inspection are to be logged/reported on Concept Evolution, and subsequently act