Signal Management Team Leader at Fidelity Services Group

Overall Purpose of the Job: 

• To visit some of the problematic alarm systems with the technician and utilise skills and expertise to provide the customer with the best possible solution. To create a knowledge base and library of faults and workable solutions for future use in fault finding and diagnosis reference 

Minimum Qualifications and Experience: 

• Matric from a Technical High School preferred. 
• Tertiary qualification in electronics / electronic engineering preferred. 
• PSIRA Grade C  
• Valid Driver’s License (Min 2 years since issue and clean drivers record and current DDC if Co vehicle is to be used) 
• Minimum 3 to 5 years Technical experience (Installation & Service of alarm, CCTV and IOT) 
• Proven fault-finding capabilities with experience on all popular as well as the lessor popular alarm panels. 
• Proven track record of leading a team 
• A good understanding of the PSIRA Installation regulations 

Main duties & Responsibilities:       

Customer Engagement 

• Consult with the customer when required in order to understand the expectations pertaining to the performance and protection offered by the alarm system. 
• Review how the existing system fulfils these requirements and identify any possible shortcomings. 
• Identify the root causes of false alarm activations. 
• Provide advice and guidance to the customer on how new technologies and/or equipment might enhance or improve their existing solution/s. 
• Handling and dealing with customer complaints and compliments 

Administration 

• Ensure all relevant documentation is completed accurately, neatly and in full. 
• Uphold customer satisfaction through ensuring technicians attend scheduled customer appointments.  
• Present customers with detailed written quotations, outlining not only what needs to be done, but also why it important. 
• Accurate stock and inventory management. 
• Manage daily reports distributed by the Analytical team and ensuring auctioning thereof. 
• Monitor and manage the Action and Response per Customer ratio’s within target. 
• Handle ERB queries which pertain to Signal Management and resolve were possible. 
• Ensure that company vehicles are clean and tidy at all times. 
• Ensure all staff members comply with the corporate dress codes and are neat and respectable at all times. 
• Motivate and drive the team to meet and exceed revenue targets daily/weekly/monthly 
• Ensure tech work volumes are realistic to time available and nature of jobs booked considering travel time and any other external influences. 
• Manage and drive the “First time fix” ethos and reduce secondary and further visits to rectify issues on site. 

Solutions Implementation 

• Ensure that service standards are upheld 
• Provide feedback to the business in terms of fault trends and patterns’ 
• Interact with Branch Managers when identifying high impact clients within their area and propose possible solutions 
• Keep co-ordinators and technicians updated on industry trends and possible once of problem generators (unseasonal weather, National infrastructure damage and or societal disturbances – e.g. COVID) 
• Provide feedback in the departmental fortnightly feedback sessions on key metrics, targets attained, targets still to be met, trends and patterns, raise red flags  pertaining to any operational issue 
   

General 

• Handling and protection of classified information 
• Completion of Case Studies to serve as training material for up & coming technicians. 
• Teach, coach and mentor wireman and assistant technicians from time to time. 
• Teach, coach and mentor overactive coordinators to provide more detailed information upfront leading into a technical visit. 
• A good knowledge and understanding of the FADT Disciplinary, Procedural and procedural policies 
• A good knowledge and understanding of the OHS process 
• Can think “out of the box” 
• Inquisitive by nature 
• Analytical skills would be an advantage 
• When required, prepared to work outside of the structured business hours 
• Must be able to perform and maintain performance under periods of extreme pressure 
• A good ability to debrief technicians in regards to findings on site and proposed solutions would be advantageous 
• Strive to maintain a minimum of six calls/day target where possible 
• Ability to bring balance in workplace in respect off job types (Installation, technical fault resolution, radio issues environmental issues, etc.) 
• Ability to stand their ground when necessary 

Behavioural Competencies: 

• Results Oriented 
• Customer Focus 
• Functional Technical Capabilities 
• Strong communication skills, both written & verbal. 
• Builds Integrity and Trust 
• Able to Inspire and Influence.