Jobs at G4S

Job Overview:

• We are seeking a skilled and proactive individual to join our team as a Field Technician. The successful candidate will be responsible for the installation, maintenance, and repair of Automated Banking Machines (ABMs) and docking stations.The ideal candidate will be a self-motivated professional with a strong track record of adhering to company policies, implementing best practices, and demonstrating sound judgement in achieving organisational goals. A clear understanding of the critical role that technical support plays in business performance is essential. The role demands a results-oriented individual who aligns with the values of the company.

Key Responsibilities:

Installation and Maintenance Management

• Conduct installations and de-installations of ABMs.
• Provide on-site training to clients on newly installed ABMs.
• Install and maintain docking stations.
• Apply necessary upgrades and modifications of ABMs.

Operational Efficiency

• Ensure timely response to client service requests.
• Maintain high standards of workmanship.
• Complete service-level agreements (SLAs) as per contractual obligations.
• Properly maintain and manage company-issued equipment.
• Retrieve faulty canisters from cash centre for service and repair.
• Perform scheduled maintenance in accordance with SLA requirements (98% compliance per vendor).
• Accurately log all service activities using the call-logging system (Journey) for tracking, billing, and performance metrics.

Client Satisfaction and Retention

• Ensure ongoing customer satisfaction through effective training and support on all devices.

Customer Service Delivery

• Provide on-site technical fixes as required.
• Respond to technical call-outs within SLA timeframes.
• Be available to work extended hours as operational demands require.

Health and Safety Compliance

• Actively contribute to the development, implementation, and review of branch, regional, or national safety plans.
• Participate in company safety initiatives including meetings and toolbox talks.
• Report and follow up on all safety incidents promptly.
• Adhere to workplace safety policies and procedures.
• Attend mandatory safety training and refresher sessions.
• Ensure appropriate use of personal protective equipment (PPE) at all times.

Ideal Candidate:

Qualification & Technical Experience Required

• Grade 12 / NQF Level 4.
• A valid drivers license.
• Must have at least 2 years experience as a Field Technician or in a related field.
• Trade test.
• Electrical skills.
• Technical skills.

Skills and Attributes

• Delivering great customer service.
• Sharing and cooperating.
• Dealing with challenging circumstances.
• Understanding the organizational environment.
• Attention to detail.
• Work under pressure.

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Main Responsibilities

Effective and accurate Software System Support

• Perform first and second line support to all software / system related queries.
• Escalate third line queries and compile a detailed fault analysis report.
• Monitor and oversee response and resolution to the client on escalated queries.

Effective and accurate Hardware System Support.

• Perform first and second line support to all hardware / system related queries.
• Escalate third line queries and compile a detailed fault analysis report.
• Monitor and oversee response and resolution to the client on escalated queries.
• Perform technical sales support to sales staff
• Perform site inspections and complete product specifications and system design based on this

Evaluating and testing of equipment returned for repair/replacement

• All returned items to be inspected and if necessary tested before sent to the supplier for further action.
• Full reporting on status of all repaired items in the system
• Cost reporting on all items

Update Documentation and distribution of product notifications

• Product Specification
• Product Write-Up
• Product Manual
• Product User Manual
• New products

Review and awareness of business development opportunities

New business development

• Identifying new business opportunities within the sphere of operations, as well as in terms of growth of business with existing customers.
• Identify and pursue all potential African business within the sphere of operations.

Competitors evaluations

• Demonstrate a comprehensive understanding of the competitor environment faced by the region.

Health and Safety

• Participate in the design/ development/ review/ implementation and monitoring of the departmental safety plans for each year
• Participate in safety forums created by the company for example safety meetings and safety talks
• Report all safety incidents to the relevant people
• Discuss all safety incidents
• Follow-up on any activities assigned through safety meeting/committee/representative/management
• Attend safety education and refresher programs
• Comply with safety policies and procedures at the workplace
• Distribute safety information as and when required

Qualification and Experience

• Grade 12 / Matric Equivalent
• A valid Driver’s Licence
• Own reliable transport
• Minimum of 3 years experience Electronic Security Services Management (3yrs – Management or similar)
• Extensive experience w.r.t. implementation of the following systems:
  • Time and Attendance
  • Access Control
  • CCTV
• Experience in Sales and specifying of Large Projects
• Good conceptual interpretation and presentation of Financial and Operational Reports to Executive Management

Software knowledge level:

• Broad knowledge of Time and Attendance.
• Broad knowledge of Access Control. Knowledge of Impro Portal is a major benefit
• Strong knowledge base on communication protocols i.e. TCP/IP.
• Basic Computer literacy and proficiency.

Hardware knowledge of:

• Impro IXP + Portal
• Idemia
• Suprema
• Nedap
• Analogue CCTV
• IP CCTV
• XTime

Skills and Attributes

• Proficient Computer Literacy (Google Workspace / Microsoft Office)
• Understanding the organizational environment
• Understanding the organization’s goals and objectives
• Dealing with changing circumstances
• Supporting and working with others
• Delivering objectives
• Dealing with complexity
• Acting professionally
• Delivering great customer service
• Sharing and co-operating

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Main Purpose of Position

• For leading strategically and operationally, and to drive the overall performance of the North region, ensuring financial health, consistent operational excellence, high levels of client satisfaction, and sustainable revenue growth. This role requires effective control over financial results (P&L, cash flow), proactive management of staff, successful implementation of business development strategies, and the maintenance of operational quality standards to enhance the Company's profitability and market leadership.

Key Perfomance Areas

Effective management of the regional financial performance

• Manage relationship between actual results, budgets and forecasts
• Initiate cost saving model and controls
• Gross Margin Management
• Direct Wage control / ER management
• Overheads control
• Contract profitability 
• Ensuring that claims against the Company are prevented or minimized through regular customer risk assessments.
• Existing Revenue Growth
• Escalations are achieved
• Manage the Region’s cash flow
• DSO management
• Capex

Effective management staff  within region

• Effective Organisation
• Staff turnover analysis, proper allocation of staff to positions and structure.
• Development
• Succession Planning and Employment Equity
• Attendance of subordinates at scheduled training interventions (WSP and ATR comparison), meeting of employment equity goals, succession planning.
• Leadership
• Managing Staff motivation levels
• Ensuring that performance assessments of all subordinate employees are conducted, and corrective action implemented where necessary.
• Ensuring that acceptable standards of behaviour at work are maintained by all subordinate employees, as required by G4S’s code of conduct and disciplinary code.
• Ensuring that all disciplinary actions are conducted in compliance with Company policies and procedures

Effective management of operations

• Client retention and customer service levels
• Proportion of contracts lost
• Ensuring that all required formal customer meetings are scheduled, attended and documented .
• Quality Management/Ops Process management – adherence to quality standard
• QA audit results and operational matrix
• Shared Best Practice
• Specific examples of implementation of BP from other regions

Effective management of business development function

• New business development
• Identifying new business opportunities in the region’s sphere of operations, as well as in terms of growth of business with existing customers, driven by the promotion of integrated security solutions.
• Identifying new business opportunities in the branch’s sphere of operations, 
• Monitor and assess the market environment in terms of competitors and current customers.
• Ensure that all new quotes are done at profitable margins
• Competitors evaluations
• Demonstrate a thorough understanding of the competitor environment faced by the region.
• Managing and shaping the external environment
• Involvement in community and business forums and general public profile
• Customer needs analysis
• Upsell of products and new services in line with customers’ needs and risks.
• Company image and brand
• Ensure all vehicles are correctly branded and maintained to improve company image and market share. 
• Oversight and management of employee discipline
• Adhere to all company brand guidelines

Implementation and integration of the HSSEC strategy and culture within business unit

• Embed health and safety awareness and responsible behavior with operational team, through consistent focus on health and safety compliance and discipline.
• Drive health and safety awareness down to supervisory level through communication, enforcement of guidelines and principles, reporting and training
• Highlight health and safety examples, both good and bad, to reinforce message and drive to achieve zero harm within our business.
• Monitor and reduce the number of health and safety incidents. Oversee investigations into incidents and related matters, both to address non-compliance and to reinforce awareness.

Health and Safety

• Participate in the design/ development/ review/ implementation and monitoring of the departmental safety plans for each year
• Participate in safety forums created by the company for example safety meetings and safety talks
• Report all safety incidents to the relevant people
• Discuss all safety incidents
• Follow-up on any activities assigned through safety meetings / committee / representative /management
• Attend safety education and refresher programs
• Comply with safety policies and procedures at the workplace
• Distribute safety information as and when required

Ideal Candidate

Qualification and Experience

• Grade 12/Matric Equivalent
• Relevant Qualification in General Management or Similar
• Minimum of 5 years general/operational management experience
• Security industry & operations management experience recommended
• Proven experience in Customer Relationship Management
• P&L and management reporting
• Relevant HR legislation, disciplinary and best practices

Skills and Attributes

• Computer Literate (MS Office & ChromeOS)
• Managing  professionally 
• Managing Conflict
• Excellent Communication (Written and Verbal)
• Negotiation
• Driving change
• Customer Thinking
• Awareness of the market environment
• Delivery strategy
• Business acumen - sound understanding of financial information 
• Strong operations and people management skill