Helpdesk Manager South Africa at Vontier

PURPOSE OF POSITION

To manage the performance of services & support to clients within SA and to ensure that Service Levels Agreements (SLAs) are achieved. To ensure that customer expectations are met or exceeded

KEY RESPONSIBILITIES

• Ensure SLAs within the region are met and the customer expectations are managed professionally.
• Monitor the Support processes to improve team efficiency and performance.
• Oversee 100% of the requests and incidents.
• Oversee and manage the on-ground trends and flag it if there is any event that may impact the support
• Manage the Job cards and assure processing on time
• Manage the Open Deliveries and assure that the old (>90) vs new (<90) % does not exceed 25%
• Act as first level of escalation for requests and incidents related to Remote Support in MEA
• Responsible to train, coach, and mentor Helpdesk Team and/or request trainings whenever needed
• Oversee staff activities and improve team productivity
• Provide data and reporting of KPI’s, trends, recommendations, weekly, monthly, and as needed.
• Monitor SLA out of scope activities and ensure accuracy
• Advise management on situations that may require additional client support or escalation.
• Work closely with project team to assure proper handover from projects to support and decrease any potential issues from implementation
• •Monitor customers’ activities and trends in tickets raised to identify the user’s challenges gaps as well as processes gaps and close them with the customers to decrease the average tickets per site and           enhance the process
• Ability to analyse the numbers and trends in the reports and take necessary actions accordingly
• Cooperate with invoicing and collection teams to assure customer invoicing and collection properly

Domain:

• Basic knowledge in the following: Fuel dispenser; Automatic Tank Gauging.

DELEGATION OF AUTHORITY

As per Board-approved DOA and as necessary for functions outside the DOA.

POSITION RELATIONSHIPS

Internal               

• Technical Support
• DDS
• Projects Management Team
• Procurement
• Sales
• On-ground team
• Finance team (Invoicing & Collection)       

External              

• Customers (existing & potential)
• Suppliers
• Distributers

MEASURES OF PERFORMANCE (INDICATORS)

Leading Indicators:

Quality

• Delivery of service & query resolution
• VOC
• Backlog control –
• No open job card older than 1 week onwards
• No open delivery older than 3 weeks onwards

Lagging Indicators:

Quality

• 95% OTD of agreed customer SLA’s
• SLA – Submitting job cards within 48hrs of receipt to finance

PERSONAL QUALIFICATIONS & EXPERIENCE 

Required          

Education/achievements   

• Grade 12 or equivalent 

Experience/Knowledge        

• 3+ years of experience in Team management in a fast-paced environment
• Demonstrated ability to engage in a Team setting
•  Demonstrated ability to manage multiple inputs of information
•  Meet and deliver on daily SLA’s
• Excellent knowledge of excel
• Demonstrated ability to manage support processes in multiple production environments and architecture platforms.
• Demonstrated ability to manage customers and deliver services to the SLAs.
• Demonstrated ability to engage and drive 3rd parties.
• Excellent written and verbal communications in English 
• Advanced Technical knowledge is a plus

Specific Skills

• Stakeholder management
• Advanced Computer skills in Office suites
• Training & coaching
• Customer Orientated
•  Attention to detail.
• Strict timekeeping and reliability always
• Must be able to work outside of normal working hours if needed: holidays or weekends.
• Should be able to consistently maintain a high level of professionalism.
• Have a proven record of possessing a high learning agility.
• Ability to listen well and communicate quickly and effectively (oral & written)
• Must be committed to understanding requirements.
• Must have the ability to perform well under pressure.
• Must be self-motivated and results driven.
• Ability to work with little or no supervision.
• Clear criminal record and credit checks due to financial transactions.        

ROLE SPECIFIC COMPETENCIES & BEHAVIOURS

Competency    

Customer Obsessed      

• Solicits voice of the customer and drives actions to improve customer experience
• Holds others accountable for meeting customer needs
• Addresses gaps in the team’s ability to meet emerging customer needs
• Continuously improves processes to be more aligned with the customers

Inspiring              

• Thinks beyond the day-to-day, taking a long-term, big-picture view of the business.
• Clarifies the organization’s vision and strategy to the team, and ensures that efforts are prioritized to support them
• Leads the team to pursue possibilities that will create sustainable value

Build extraordinary Teams  

• Nurtures and develops promising ideas through prototyping and experimentation
• Challenges others to develop breakthrough solutions
• Ensures that varied perspectives are included in the process of innovation
• Encourages others to address challenges in new and better ways

Courageous       

• Builds energy and optimism in others in support of Our Shared Purpose
• Communicates the vision of the organization in a way that others can relate to and buy into
• Helps others envision a greater sense of what is possible for the organization’s future
• Ensures that others understand how their efforts and contributions make a positive difference.

Deliver results  

• Builds a cohesive team that drives the goals and success of the organization.
• Communicates clear goals and roles to team members
• Builds a team that has the right mix of skills and leverages the strengths of individual members Celebrates team accomplishments.

Adaptable          

• Coaches people on how to take a stand in the face of adversity when they believe in something Confronts tough organizational issues and disagreements.
• Delivers difficult messages directly
• Demonstrates the courage to say “no” when necessary.

Innovative for Impact    

• Sets high expectations and leads others to achieve results through VBS.
• Leads others to persist despite setbacks or obstacles Creates a sense of urgency in the team to deliver on time, high quality results with an unwavering commitment to our values and standards of conduct
• Drives a track record of continuous improvement and sustainability.

Strategic             

• Leads experimentation as a way to find the best solution.
• Shares lessons learned from both successes and failures.
• Creates opportunities for self and others to try new things.
• Applies the lessons from different experiences to new situations.

Lead with VBS   

• Establish VBS credibility through demonstrating the ability to leading Kaizen events.
• Coaches leaders on how to use VBS to address business challenges and opportunities,
• including selecting the appropriate tool and how to apply to generate results
• Builds VBS expertise of the team, establishing and growing capable VBSL support and
• VBS Champion resources that can support the team
• Willing to seek out subject matter experts in the area of VBS in order to build capability within the organization.