Jobs at Tracker Connect (Pty) Ltd

Job description

Operational Activities

• Recovery of stolen or hijacked vehicles.
• Enhance recovery efficiency through understanding and implementing Tracker-established vehicle recovery processes.
• Acting as a specialized point of contact between the emergency control departments and external partners (such as law enforcement and PSI).
• Coordinate and attend to all activations and verifications dispatched by Tracker’s National Emergency Control Centre.
• During crime or safety verification activations, request the assistance of Law Enforcement Agencies and PSIs to stop the activated vehicle.
• Adhere to Crime Scene management protocols at all times.
• Demonstrate a comprehensive working understanding of the complete stolen vehicle recovery ecosystem and legal framework.
• Demonstrate a comprehensive working understanding of SAPS protocols related to motor vehicle-related crime.
• Demonstrate a comprehensive working understanding of the Criminal Procedure Act.
• Testify in a criminal court when required.
• Demonstrate a comprehensive working of vehicle-related crime dynamics and drivers.
• Ensure vehicle safeguarding and repatriation protocols are adhered to at all times.
• Demonstrate a comprehensive working understanding and knowledge of missing person protocols (i.e., SAP55).
• Produce a recovery statement in line with Law Enforcement SOPs, and any and all recovery-related activities to assist the chain of evidence).
• Produce documentation of non-recovered vehicles (i.e., search area, chop shops, liaison efforts etc.) in line with SOPs.
• Demonstrate a comprehensive working understanding of Tracker’s post-recovery and non-recovery processes.

Customer Experience and Service Delivery

• Demonstrate a high level of professionalism at all times.
• Ensure full adherence to Tracker customer engagement protocols in line with the company values.
• Assist Tracker customers with the vehicle repatriation at SAPS safeguarding units, if required.
• Provide guidance to customer and partners in terms of the stolen vehicle and recovery processes.
• Ensure timely escalation of customer queries and concerns to senior management.
• Demonstrate an ability to communicate clearly and effectively with all relevant stakeholders.
• Demonstrate an ability to anticipate customer needs through the gathering of customer complaints and pain points.
• Continuously provide Tracker internal teams with periodic feedback of relevant concerns.

 Projects and Continuous Improvement

• Continuously analyse stolen vehicle tactics and modus operandi within the industry.
• Record insights and findings through established processes and systems.
• Implement improvements designed to deliver enhanced recovery rates or customer experience outcomes.
• Design, develop and implement projects / initiatives to enhance the functioning of the department.
• Participate in specialized operational plans with external partners that will enhance the recovery rate.
• Attend appropriate training and development as determined through the IDP.
• Attend regular training and development courses as per departmental objectives.
• Participate and provide training for external partners as determined by a formal needs-analysis.
• Implement training programmes designed for specific partners and/or law enforcement.

Compliance

• Ensure all relevant company policies and procedures are adhered to at all times.
• Adhere to all relevant industry statutory regulations such as PSIRA and the FCA.
• Adhere to relevant data protection policies at all times.
• Demonstrate a comprehensive working understanding of relevant laws, regulations, and processes (i.e., Firearms Control Act, Road Traffic Management Act etc.)
• Conduct accurate and quality record keeping in all aspects of the job such as the compilation of statements, firearm bookings, relevant reports etc.
• Maintain detailed records through the use of company systems as per SOPs.
• Stay abreast of changes within the security sector as they relate to the job function.
• Conduct timely reporting of theft, losses and/or damage to company assets.
• Demonstrate adherence to professional policies as they relate to uniform, company vehicles and equipment.
• Maintain a professional image of the company through attire, behaviour, and appearance.
• Demonstrate a comprehensive working understanding of Tracker’s products and services.

Stakeholder Engagement

• Provide for the creation and maintenance of mutually beneficial relationships with all relevant external stakeholders by ensuring that all partner obligations are met, and expectations exceeded.
• Ensure effective cross-functional Tracker relationships through sharing of relevant information to assist all departments in the achievement of their strategic objectives.
• Participate in agreed stakeholder engagements.
• Maintain regular communication with partners.
• Participate in industry related events to build relationships and promote mutual understanding.
• Implement measures to ensure the fostering of new partnerships and alliances.
• Responsible for implementing and maintaining relevant processes to measure and improve customer satisfaction. 

Minimum requirements

Qualifications, experience and competencies required:

• Matric or Equivalent Qualification at NQF Level 4.
• Desirable: Diploma in Policing or equivalent Post-Matric qualifications.
• 3 Years of relevant law enforcement experience or 3 Years relevant Private Security Industry (Armed Response and Vehicle Recovery) experience
• Desirable: Vehicle Crime Investigation experience. 
• Desirable: Vehicle tracking and telematics experience.
• Desirable: Knowledge of typography and geography of the relevant area.
• Desirable: Knowledge of vehicle crime trends and modus operandi
• General vehicle tracking industry knowledge.
• Computer Literacy (MS Office)
• Desirable: PSIRA Grade C certification
• Desirable: Firearm Competency
• Knowledge of Firearm Control Act
• Valid Vehicle Driver’s License
• Familiar with 2-Way Radio Procedures
• Must be willing to travel and work shifts, overtime as per an approved shift roster including weekends and public holidays.
• Excellent communication skills (both verbal and written) in English and one or more SA official languages
• Results driven
• Customer service orientation
• Persistent Resilience and ability to work under pressure.
• Assertiveness and conflict management resolution
• Empathetic and influential
• Strong interpersonal skills
• Problem Solving, Judgment and Decision Making

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Job description

• Perform regular and planned assessment in your area of responsibility
• Identifying shortfalls and providing solutions interacting with technicians and having technical discussions
• Perform regular and planned assessments of fitment centre in your area
• Mentoring and educating technicians
• Ensure compliancy with regards to installations and OEM bulletin
• Ensuring compliancy in customer service ethics
• Ensuring bulletins are circulated to Technicians and FC
• Maintain strong Quality standards
• Ensure compliancy with regards to reporting to admin and Management
• Liaise between multiple departments  
• Motivate techs to perform quality installations
• Provide reports and feedback
• Implement and evaluate quality procedures
• Evaluate and improve technical procedures
• Attending to Technical SR’s that are quality related and give feedback to the technicians and the managers.
• Maintain Trackers recommended recovery rate in your area of responsibility through the installation quality process
• Perform test requests
• Attending to PIC’s
• Attending to battery drainage complaints
• Assisting with project installations
• Assisting with afterhours standby
• Liaise with clients to solve technical issues and deliver service excellence
• Ensure compliancy with regards to reporting to Management
• Assisting with technical queries

Minimum requirements

• Matric with a National Technical Certificate in Automotive Electronics/Motor Mechanic.
• Minimum 5 years’ experience as an auto electrician or motor mechanic with one year being in a Supervisory role.
• Valid driver’s license.
• The candidate must possess good communication and administrative skills.
• Computer literacy will be advantageous (MS Office)
• Possess good fault-finding skills and techniques.
• Possess the necessary skills to deliver service excellence.
• Be prepared to travel.

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KEY DUTIES AND RESPONSIBILITES:

• Technical Troubleshooting
• End User Training
• Virus Detection, Removal & Prevention
• IT Infrastructure & Performance Tuning
• System Upgrades & Optimization
• Security, Backup & Recovery Solutions
• Technical & User Documentation
• Relationship Management
• Adherence to SLA for internal/external customers
• Ensure compliance of calls logged against the call logging process
• Reporting and escalation of incidents as per agreed procedures and processes
• Assisting with Ad hoc tasks (dept. moves etc.)
• Escalate work orders to the necessary resources for resolution
• Consistent feedback and follow-ups on outstanding incidents logged to Service Desk
• Communicate outages to affected staff as necessary
• First line support for all incidents logged with Service Desk
• Ensure compliance with workstation standard
• Ensure compliance with network standards
• Support Knowledge repository
• Ensure adherence to the call logging process
• Ensure adherence to all processes and procedures

BEHAVIOURAL COMPETENCIES

• Analytical Thinking
• Time Perspective
• Initiative
• Decisiveness
• Planning, Organizing & Control
• Customer service
• Verbal and written Communication skills
• Ability to learn quickly
• Troubleshooting/problem-solving skills
• Ability to work under pressure
• Adaptability
• Teamwork skills
• Interpersonal skills
• Support experience
• Integrity
• Customer service skills
• Quality of work

Special Requirements

• Willing to work extended hours.
• Willing to travel.

MINIMUM REQUIREMENTS

• Relevant IT qualification (Required)
• 3 Years’ Experience in customer service-related work environment
• ITIL V4 Foundation Certified (Preferred)
• A
• N
• Microsoft Certified System Engineer (MCSE), Microsoft Certified Professional (MCP)
• Platforms: Windows, Mac OS X, iOS, Android
• Networking: LANs / WANs, TCP / IP, VoIP, DNS, HTTP, Wireless Network, Active Directory Domain Controllers
• Hardware: Tablets, Mobile Devices, desktops, laptops, printers, scanners, projectors
• Applications: FreshService, Microsoft Azure / Netskope, InTune, MS Office O365

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Job description

• Responsible for the purchasing of all IT Equipment for Tracker Connect
• Ensure that Tracker procurement policies and procedures are adhered to.
• Gathering of supplier documentation for procurement to register the supplier
• Maintain detailed records of all purchasing requests.
• Ensure that all purchasing requests are authorised by the relevant business unit budget owner.
• Maintain relationships with preferred suppliers.
• Sourcing of quotations as per the Tracker procurement policy and creation of PO’s.
• Ensure supplier do submit invoices and payments are done on time to avoid service disruption for non-payment.
• Assist finance with reconciling of Technology supplier accounts as required.
• Review department cost centre financials for accuracy and report or address mis postings.
• Ensure that all equipment to be returned from users is captured on asset management tool.
• Maintain and manage a warranty repair register indicating all Tracker owned equipment currently with suppliers for warranty repair.
• Maintain and manage an off-site repair register indicating all Tracker owned equipment currently with suppliers for out of warranty repair.
• Ensure in collaboration with finance that new assets purchased by Technology on behalf of Tracker are assigned to the correct business unit.
• Maintain a library of Tracker owned and licensed software.
• Maintain and manage a process for issuing and returning software to and from the Tracker software library.
• Maintain and manage a register of the software licenses owned by Tracker and the equipment that the software is installed on.
• Take part in the departmental monthly budget review with Finance.
• Work with department PA’s and regions to execute on Technology consumable requests from the business.
• Manage the asset disposal process in line with Tracker asset disposal policies and procedures.
• Manage the storage, purchasing and issuing of any spares held in stock, including routine stock takes.
• Manage the department asset register and notify finance of changes as required.
• Manage the issuing of equipment to department staff and ensuring that issued equipment is returned on employment termination.
• Manage the Fire sale of old IT equipment and update the asset management tool accordingly.
• Keep the asset management data updated with accurate assets details including the purchase price.

Minimum requirements

• Senior Certificate (Matric Certificate or similar qualification).
• Financial diploma/Assets Management or logistics certificate or relevant qualification
• Minimum 2 years' experience working in a financial (procurement / creditors) environment.
• Computer Literate (Ms Office and Outlook).
• Fixed Assets management and Inventory management experience an advantage.
• Experience with Willow system, Firebird, Accounts Payable and Fixed Assets modules an advantage.
• Experience in designing and implementing processes an advantage.
• Customer Service Orientation
• Logical Thinking and Judgment Ability
• Relationship Building Skills
• Good Communication Skills