Service Manager - Commercial - EC at Fidelity Services Group

MAIN PURPOSE OF JOB:

• To ensure the successful and efficient management of the day to day operations of the Technical Service, Downloading and Dealer Inspector departments as well as to drive and meet departmental targets.

QUALIFICATION & EXPERIENCE:

• Grade 12 or equivalent
• Minimum 5 years Technical Management experience
• Extensive knowledge of alarm systems
• Customer Service experience
• People Management experience

JOB REQUIREMENTS & OTHER ATTRIBUTES:

• Valid Drivers Licence
• Computer literate (MS Office, Listener, Outlook, Internet
• Knowledge of Listener advantageous
• PSIRA Registered (Grade A)
• Conversant in SAIDSA requirement

DUTIES:

• Monitor and management technicians and vehicles by conducting spot checks
• Liaise with FLM’s on client and staff issues
• Manage Health and Safety and injuries on duties
• Check that EHS toolbox talks are completed 
• Identify Training and development needs among staff and coach accordingly
• Work closely with the staff members to identify and solve queries
• Deal with escalated client queries
• Monitor the number of queries received by the Service Department
• Follow up on client queries
• Follow up on Hello Peter complaints
• Supply feedback and action plans on the customer sat system
• Monitor all Listener notes sent to Field Line Managers
• Co-ordinate reports from FLM’s
• Complete weekly figures for management
• Compile weekly TMOR report for Head Office
• Complete weekly vehicle report for transport
• Complete weekly Red/ Green flag report
• Monitor the late service call report on a weekly basis
• Monitor and draw reports on the SMS facility
• Monitor the fuel consumption on a weekly basis
• Monitor and management staff mobile accounts
• Liaise with NKA office regarding any urgent queries
• Order and manage uniforms for technical staff
• Liaise with uniform suppliers
• All OHS compliance and safety files completions and sign off.
• Support in all admin duties.
• Technical assistance and management.
• Infield support and training for technicians.
• Attend to service calls and complaints.
• Day to day management of team.
• Tool register completion and inspection.
• Accommodation and traveling planning for team.
• Staff discipline and hearings.
• Site inspections and tender briefing with site risk assessments.
• Project management and completion sign off.
• Stock movement.
• Stock order and receipt of PO's.
• Warehouse stock logistics.
• MOS and budget management.
• Leave processing.
• Feedback and report to executive and CEO.
• Courtierly KPI checks on all staff
• Standby rosters and month end standby and KPI for team.
• Vehicle checks and verifications for Areas.
• Stock and tool checks for all employees.
• High risk site monitoring and assistance.
• Interdepartmental relations. 
• New business development. 

INTERNAL CLIENTS:

• Accounts
• Call centre
• Customer Services
• CAD
• Operations
• Control
• HR

EXTERNAL CLIENTS:

• Clients
• Suppliers
• Sub contractors

Deadline:27th February,2026