Technical Manager - Worcester at Fidelity Services Group

DUTIES:

TECHNICAL TARGETS

• Plan and manage the Installation and Service department
• Liaise with clients and accounts department with regards to technical and account queries
• Meeting Field Force Transformation (FFT) targets
• Installation Inspections
• Ensure proper stock control and counts in technical vehicles and store room as well as inspections
• Check all invoices to ensure correct stock transfers
• To maintain stock levels and ensure stock readily available for installations/service

EHS

• 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

PEOPLE MANAGEMENT

• 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
• Identify Training and development needs among staff and coach accordingly
• Work closely with the staff members to identify and solve queries
• Staff Wellbeing

ADMINISTRATION

• Complete the following reports: Weekly actual numbers vs. targets, Stock take & Control, Weekly Installations/Sales follow up/Courtesy calls, Late service calls, Fuel consumption and kilometres, Red/green flag and SMS test.
• Check Installer drive sheets i.e. arrival and departure times at sites
• Check and distribute fines to installations staff and obtain signed AOD’s
• Investigate break ins, downloads of panels and compile break in report
• Receive and attend to client queries and provide feedback
• Address emails received from internal departments and provide feedback
• Liaise telephonically with technicians and internal departments regarding technical queries
• Send technical vehicles for service and repair as and when required
• Investigate and report claims against the company and report damages that may have occurred
• Attend various training sessions
• Complete the annual recommitments with Installations staff 

PERFORMANCE STANDARDS

• Ensure that weekly and monthly Technical targets are met
• Ensure first time resolution to client query
• Ensure that FFT targets are met as set out in the budget for the branch.
• Minimize stock loss to less than 1%.
• Stock take as per regional dates
• Check and distribute FTT, Low Bat and WIP reports
• 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 reports are completed on a daily, weekly and monthly basis for Branch & Regional Technical Manager
• Attend weekly, monthly meetings
• 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 all technical queries are resolved within prescribed standards
• Ensure vehicles are sent for repair at regular intervals
• Ensure that investigations and claim reports are addressed within prescribed standards
• Ensure that payroll documents are submitted by 10th of every month
• Ensure that training sessions are attended as and when required
• Ensure completion of courses as and when required (annually)

COMPETENCIES (TECHNICAL & BEHAVIOURAL)

• Informing
• Motivating others
• Planning
• Time management
• Drive for results
• Action Oriented
• Priority setting
• Functional / Technical Skills
• Customer Focus
• Business Acumen
• Interpersonal savvy
• Hiring and Staffing
• Building effective teams
• Approachability
• Problem solving

JOB REQUIREMENTS & OTHER ATTRIBUTES:

• Computer literate (MS Office, Listener, Outlook, Internet, Power point)
• Knowledge of Listener & SAP (advantageous)
• PSIRA Registered (Grade B)
• Valid Driver’s License
• Conversant in SAIDSA requirements
• After hours / Standby availability

QUALIFICATION & EXPERIENCE:

• Minimum Grade 12 or equivalent
• Minimum 3 years’ management experience
• Customer Service experience
• People management experience
• Minimum 3 years’ Alarm system technical background (in depth knowledge different alarm components and panels)
• Stock Control
• Tertiary education (advantageous)
• Financial background (advantageous)
• Fully bilingual