Jobs Available at AFMS Group

Key Accountabilities/ Principal Responsibilities

• Building fabric maintenance
• Plumbing first line maintenance
• Electrical first line maintenance
• General facility maintenance
• Ad-hoc duties
• Ensure compliance to Health and Safety Act
• Attend to client complaints / requests and ensure all calls are logged at the helpdesk
• Communicate repairs / feedback to FM via Forcelink / daily report
• Standby for repairs outside of normal working hours

Primary Duties 
Technical Requests

• Assist in corrective, planned and preventative maintenance.
• Repairs to all building fabric, carpentry and joinery
• Repairs to locks, handles hinges and accessories
• Repairs to office furniture and cabinets
• Conduct minor building repairs, maintenance and painting
• Maintain toolboxes and equipment
• Report all technical defects and assist in rectifying
• Perform daily routine building inspections and report to line manager
• Manage general housekeeping and tools register

Secondary Duties

• Move office furniture
• Assist in unloading big deliveries
• Move unused furniture or equipment to store
• Maintain neatness of stores
• Compile store stock sheet
• Familiarise with the layout and facilities of the site and adhere to the client house rules
• Establish and maintain a good working relationship with the management and staff of the site where based
• Adhere to ad-hoc reasonable requests from management

Facility Maintenance

• Inspect all facilities are in good working order (Planned preventative program)
• Inspect tiling and paved surfaces
• Inspect all partitioning, ceilings, roof and building structure
• Inspect windows and doors are all in good order
• Inspect all painted surfaces are in good order
• Inspect all and HVAC equipment are in good order
• Report / communicate defects / repairs to Manager

Key Skills and Experience

• Grade 12
• Min 2 year maintenance working experience in a built environment
• Good comprehension of English / Afrikaans language
• Code B Driver’s License

People and Management Skill

•  Multi skilled
• Good people skills
• Practical work experience
• Hands-on person
• Ability to plan, organize and control own work effort
• Understand and follow oral and written instructions
• Well-motivated
• Able to work independently
• Ability to prioritize tasks
• Able to meet deadlines
• Able to use initiative to solve minor problems
• Able to work in a team
• Pro-active
• Energetic
• Able to act quickly and calmly in an emergency situation

Key result areas

• Understand role of reporting to the business and client
• Understand all outputs delivered are aligned with business requirements
• Understand that feedback is critical to success

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Key Accountabilities/ Principal Responsibilities
Help Desk Co-ordination

• Analyse call volumes
• Implement help desk service targets to ensure call response times are aligned to contractual requirements
• Ensure all calls are answered within agreed upon SLA timeframes and in the appropriate manner
• Monitor customer complaints and assist with follow up and closure when required
• Monitor the system dashboard and prepare and submit various reports to operational representatives
• Produce internal and external statistical reports and analysis thereof
• Assist with preparation of monthly performance report
• Identify and report on calls in varying status’ and drive to closure
• Ensure supporting documentation is included on all calls where applicable
• Monitor calls to ensure information is captured and co-ordinated accurately
• Deal with and manage complex client complaints or enquires to ensure client satisfaction
• Develop and maintain sound relationship with end users
• Keep abreast of all workstream activities that impact the CAFMS
• Support help desk operators when calls cannot be resolved
• Monitor individual, team and help desk results to identify and act on both positive and negative performance trends
• Answer questions and recommend corrective services to address customer complaints
• Customer relationship management
• Undertake help desk operator activities (logging, allocating and following up calls)
• Effective reception services to support office operations
• Telephone management
• Visitors and register management
• Courier management
• Management of deliveries and receiving
• Message taking
• Meeting room management 

Supervising Staff Performance

• Implement and supervise shift schedules of help desk workstream
• Supervise daily activities of the help desk operators
• Implement and monitor adherence to business rules and principles, set policies, procedures and directives, taking corrective actions where required
• Ensure staff are kept informed, updated and fully conversant on all new working practices, technological changes and compliance to client service requirements
• Mentor and ensure staff training on technical and behavioural competencies
• Motivate and encourage agents through positive communication and feedback
• Provide communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
• Monitor service calls to observe employee demeanour, technical accuracy and conformity to company policies

Quality

• Implementation of the ISO quality management system and continually improving its effectiveness
• Ensuring statutory and regulatory compliance
• Ensuring the quality objectives are established and met 

Key Skills and Experience

• Grade 12
• Min 4-year help desk experience, with at least 2-year experience at a supervisory level
• Excellent literacy skills
• Computer literacy: Forcelink, MSOffice
• Knowledge of customer relationship management systems, technology and processes
• Knowledge of service level agreements and the management thereof
• Knowledge and understanding of statistical analysis 

People and Management Skill

• Ability to collate, analyse and interpret help desk statistical information
• Ability to be multi-skilled
• Ability to prioritise tasks
• Adhere to deadlines and targets
• Excellent customer relationship skills
• Caller engagement skills
• A calm disposition
• Ability to drive a help desk forward and add value to its operations
• Mentoring and coaching skills
• Creative and innovative thinking
• Ability to work effectively in a team
• Problem solving skills
• Good communication skills
• Good general interpersonal skills
• Have a professional attitude
• Take ownership of tasks
• Willingness to work shifts 

Key result areas

• Understand role of reporting to the business and client
• Understand role of supervising staff to closely ensure output is aligned with business requirements
• Understand interworking with various teams to ensure operational compliance
• Understanding that feedback and communication is critical to success
• Understanding quality and service delivery
• Adhere to deadlines and targets
• Generating accurate information

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Key Accountabilities/ Principal Responsibilities

PRIMARY DUTIES

• Manage technical maintenance and product development
• Manage Staff
• Manage Administration
• Manage CAFM System
• Contract, SLA and Matrix Management
• Manage Health and Safety Compliance
• Manage Client Relationship

SECONDARY DUTIES 
Manage technical maintenance

• Manage all technical maintenance requirements and implementation within environment
• Ensure staff are fully conversant with governing standards and ensure compliance with requirements.
• Ensure direct subordinates and contractors to ensure timeous execution of maintenance.
• Give advice, guidance and technical support to subordinates to enhance development of subordinates.

 Manage Staff

• Define and allocate duties via formal job descriptions and structured task allocation
• Manage performance via the formal performance management system
• Mentor and train staff – technical and behavioural competencies
• Ensure effective disciplinary and grievance management in order to maintain a positive working environment and enhance performance. 

Manage CAFM System

• Ensure that Preventative Maintenance is uploaded in the CAFM for all facilities
• Monitor quality of Maintenance on the CAFM and provide direction and support to ensure the smooth execution of maintenance
• Extract reports for analysis and reporting

 Administration

• Manage all administrative elements of the contract
• Implement administrative standards in Procurement, Accounts and CAFM
• Manage the budget
• Ensure implementation of quality management systems 

Health and Safety Compliance

• Ensure compliance to all Health and Safety Standards.
• Implement Contractor Health and Safety Management system with staff and sub-contractors. (Management System attached) 

Client Relationship

• Maintain a successful business partnership with the client
• Manage all aspects of partner interactions with the client.
• Identify value added opportunities and make proposals or presentations to the client
• Develop, implement and maintain best practice for client services.
• Check, manage and monitor compliance of the SLA.
• Develop an effective, customer based, proactive relationship at all levels with the client. 

Development and implementation of the quality management system and continually improving its effectiveness by:

• Communication to the organisation the importance of meeting the client as well as statutory and regulatory requirements
• Establishing the quality policy
• Ensuring the quality objectives are established
• Conducting management reviews
• Ensuring the availability of resources

Management of Soft Services

• Manage Soft Services teams output
• Cleaning, Pest Control, Hygiene,
• Business Support Management
• Document Control

Key Skills and Experience 

• Grade 12
• BTech or ND in one of the technical disciplines
• Wireman’s License
• Min 3-5 year technical experience in Facilities management environment

Enhanced knowledge of:

• Air conditioning Maintenance
• Electrical Maintenance and procedures
• Equipment and machinery
• OHSA codes and Health and Safety Procedures
• ISO 9000, ISO 14000, ISO 18001

Technical drawing

• Computer literate
• Good understanding of Labour Relations Act and HR policies and procedures
• Good understanding of BBEEE requirements

People and Management Skill

• Good interpersonal skills;
• Good and proven Leadership skills;
• Able to take control of situations;
• Able to work under pressure;
• Able to meet deadlines;
• Strong negotiating skills;
• Ability to create and maintain budgets;
• Able to manage Contractors and Service Units in line with agreed Service Level Agreements (SLA’s);
• Ability to communicate on high level in both verbal and written format
• Customer focused
• Self-motivated;
• Integrity and honesty

Key result areas

• Understand interworking with various teams to ensure client financial compliances
• Understanding that feedback and communication is critical to success

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Key Accountabilities/ Principal Responsibilities 
Primary Duties 

• Manage designated site
• Manage staff and sub-contractors
• Manage contractors
• Client liaison
• Landlord liaison
• Invoicing submission and control
• Management Reports
• FM Solutions general operations
• Implement and adhere to Processes and Procedures
• Manage Health and Safety

 Secondary Duties 

• Manage Designated Sites
• Maintain service levels
• Complete customer focus
• Pro-active inputs
• Feedback and communication to Head Office 

Manage Staff

• Create and adapt staff work profiles
• Performance measurement
• Delegate responsibilities
• Service assessment on Key Performance Areas
• Corrective action 

Manage Contractors

• Ensure a valid Service Level Agreement (SLA) exists
• Know all the SLA terms and conditions
• Adhere to FM Solutions SLA
• Ensure proper service delivery
• Performance measurement
• If needed: Institute non-conformances
• Approve service schedules
• Initiate and approve requests for service
• Follow up on outstanding Helpdesk Work Orders and Requests 

Client and Landlord Liaison

• Regular Operations Meeting with client
• Note areas of concern, if possible, action to rectify
• Feedback to line Manager
• Regular Project Feedback to client
• Ensure client satisfaction
• Complete all / any client requests 

Invoicing Control

• Compare invoices to Work Orders
• Attend weekly finance meetings
• Approve and process of payment within specified time frame
• Forward to Head Office Accounts Department
• Familiarise yourself with the approved invoicing procedure and abide by them
• Ensure timeous submission of invoicing by Contractor
• Tracking of all invoicing

 Management Reports

• Complete a monthly Management Report for the Client, highlight all operational issues and comment on the status of such issues
• Report on status of projects
• Report on staff (FMS)
• Highlight concerns
• Make recommendations or submit request for assistance

FM Solutions Operations

• Negotiate Contracts with Client with Line Manager Approval
• Negotiate Supply Contracts with Vendors
• Negotiate Lease Contracts with vendors with Client and Line Manager Approval
• Ensure that all Operational Outputs get noted
• Timesheet management
• On-site expenditure
• Communicate all operational aspects to staff
• Ensure that client has been made aware of any operational changes
• Make recommendations on any operational issues that need to be altered to fit individual sites
• CAFMS 

Process and Procedures

• Institute all approved process and procedures
• Adapt and make site specific
• If needed create additional
• Communicate to staff
• Ensure all staff understands
• Implement revised process and procedures
• Measure validity as a repetitive exercise
• Report back to Head Office
• Forward site-specific Process and Procedures to Configuration Management

Key Skills and Experience 

• Grade 12
• 3 Year tertiary qualification
• Min 5 years relevant experience, which included Project Management and Organisational Planning
• Good PC skills with MS Office essential.
• Knowledge of legal aspects pertaining to contracts etc.
• Knowledge of the helpdesk as a tool to manage outsourced service provision to a corporate.
• Budgeting experience
• Working knowledge of e-Commerce initiatives.
• Occupational Health & Safety 

People and Management Skill 

• People & communication skills (written and oral)
• Good and proven leadership skills
• Customer focused
• Ability to work under pressure
• Self-managed
• Ability to create and maintain budgets
• Able to keep contractors in line with agreed Service Level Agreements (SLA’s)
• Negotiation skills.
• Initiative, vision & drive.
• Project management and organisational planning skills.
• Analytical thinking and problem solving
• Planning and aligning
• Organisational and administrative skills
• Relationship management
• Learning and adaptability
• Strong accounting skills 

Key result areas

• Understand role of reporting to the business and client
• Understand role of managing staff to closely ensure output is aligned with business requirements
• Understand interworking with various teams to ensure client financial compliances
• Understanding that feedback and communication is critical to success