Technical Manager

JOB DESCRIPTION: Technical Manager

POSITION:  Technical Manager

DEPARTMENT:  Technical Service

MAIN PURPOSE OF JOB: Manage all services done in the area, client queries and manage service technicians.

QUALIFICATION & EXPERIENCE: 

• Grade 12 or equivalent
• Minimum 3 years management experience
• Customer Service experience
• People management experience

JOB REQUIREMENTS & OTHER ATTRIBUTES: 

• Computer literate (MS Office, Listener, Outlook, Internet
• Knowledge of Listener advantageous
• PSIRA Registered (Grade B)
• Valid Driver's Licence
• Conversant in SAIDSA requirements

KEY PERFORMANCE AREAS:

1. TECHNICAL TARGETS
2. EHS
3. PEOPLE MANAGEMENT
4. ADMINISTRATION
   

• Plan and manage the service callouts
• Liaise with clients with regards to technical and account queries
• Meeting Field Force Transformation (FFT) targets
• Ensure proper stock control and counts in technical vehicles as well as inspections
• 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
• Identify Training and development needs among staff and coach accordingly
• 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
• Work closely with the staff members to identify and solve queries
• Staff Wellbeing
• Complete the following reports- figures and targets, late service calls, fuel consumption and kilometres, red/green flag and SMS test.
• Check and distribute fines to installations staff and obtain signed AOD's
• Check individual installers cellphone bills and obtain signed AOD's
• Check Installer drive sheets i.e. arrival and departure times at sites
• Receive and attend to Listener notes and provide feedback
• Address emails received from internal departments and provide feedback

• Ensure that weekly service targets are met
• Ensure first time resolution to client query and the correct payments are received for service calls.
• Ensure that FFT targets are met as set out in the budget for the branch.
• Minimise stock loss to less than 1%.
• 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 AOD's are signed and submitted to payroll before 10th of each month for payroll cut off
• Ensure that Listener notes and emails are attended to timeously and feedback provided
• Ensure that Installers whereabouts are recorded accurately
• Ensure that reports are completed on a weekly basis and sent to Installations Manager

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team.

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.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.