Technical Manager - Field Line Manager - Witbank at Fidelity Services Group

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:

• TECHNICAL TARGETS
• EHS
• PEOPLE MANAGEMENT
• ADMINISTRATION

DUTIES:

• 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

PERFORMANCE STANDARDS:

• 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