Vacant Opportunities 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)

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

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Key Performance areas

Booking Service Calls

• Answering all incoming telephone calls in an efficient and professional manner
• Arrange service requests in accordance with ADT policy and clients needs
• Ensure that all information given by the client corresponds with the information on the Technical system.

Co-ordinate Technicians

• Print and distribute Technicians with work schedules daily
• Call clients to let them know that the Technician is on his way
• Record the Technicians daily whereabouts and take corrective measures should the technician's work schedule need to be amended  (taking  times
• Booking emergency calls for standby Technician to do after hours and ensure that the Technician and the control room are aware of the calls by means of a standby sheet and cc the standby Manager.
• Assisting Clients on an ongoing basis.
• Forward all client requests and relevant information to dealers, franchises, ADT Branches and Sub-contractors and other  departments
• Rebook  to  be done and  up to date daily
• Outstanding  invoices to  be  collected  daily
• Email  to supervisor and manager  of  all calls  still to  be done  before leaving at COB

Invoicing

• To collect all completed job cards/invoices after managers have signed them off
• Capture all relevant invoicing details onto the technical system
• Prepare to invoice documentation and despatch to admin and finance timeously

Client Liaison

• Assist with any problems or complaints
• Give full feedback to clients where necessary
• Courtesy SMS’s daily
• Reminder SMS’s daily

General

• Have knowledge about all facets pertaining to your position
• Attend all required meetings and training sessions
• Keep your workstation/office neat and tidy at all times
• Not abuse company telephone for private calls
• Filling, faxing, ordering of stationery and all other office duties
• Adhere to shift roster and office hours
• Emails to be processed  daily (up to date by COB)
• Assisting with other ad-hoc tasks, analysis and projects as and when required by Management

Standing Operating Procedures

• Ensure that the disciplinary code is adhered to at all times
• Standing Operating Procedures must be upheld
• Meeting and keeping on agreed-upon targets
• Meeting and keeping on agreed-upon targets – performance
• High standard of service must be upheld
• Ensure SOX compliance at all times
• Ensure that the Big 5 principles are upheld at all times

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Minimum Requirements...

• Matric certificate with Grade A Psira registration and accreditation
• A minimum of 3 years’ experience in Security Operations- previous Shift Management experience advantageous.
• Casino experience an added advantage.
• Very analytical individual with excellent Problem Solving Skills
• Ability to manage and discipline staff
• Computer literate, with proficiency in MS Word and Excel.
• Strong Operational Planning, Leadership and Organisational Skills as well as good Interpersonal Communication and Client Liaison Skills are essential
• Must be able to work under pressure and for extended hours as and when required
• Knowledge of ISO 9001:2008 Quality Management and its requirements
• A valid unendorsed driver license with own reliable transport essential
• Fully compliant in Firearm training and laws.
• Armed response training would be an advantage.
• Well-presented individual
• Willing to work flexihours

Job Specification...

• Maintaining good relations between Fidelity Security Services Group and the Client with regard to security services rendered
• Constantly evaluating the service levels provided and making recommendations to the Client regarding the improvement of services
• Ensuring continuous assessment of the Client’s premises and minimizing as far as possible risky access and creating several barriers to would be criminals
• Auditing and verifying the access registers on a daily basis and generating exception reports
• Ensuring that all Security Officers on site meet the contractual requirements as stipulated by the Client
• General management and supervision of security staff and ensuring that all their queries are dealt with promptly
• Submitting relevant monthly reports to the Client and Management
• Managing business budget at operational level

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QUALIFICATION & EXPERIENCE:

• Matric or equivalent
• Minimum 5 years’ experience as an alarm technician
• Extensive programming, wiring, installations and fault finding experience

JOB REQUIREMENTS & OTHER ATTRIBUTES:

• Valid driver’s licence essential
• Must be PSIRA registered (Grade E)
• Sound knowledge of DSC, FBI, CADDX, IDS, Paradox and Telecom systems
• Knowledge of CCTV, Intercom systems and access control advantageous
• Able to work standby as and when required

INTERNAL CLIENTS:

• Installations
• Servicing
• Investigations
• Operations
• Technical Trainer

EXTERNAL CLIENTS:

• FADT customers
• Suppliers

Duties (Technical):

• Perform alarm installations as per quotation
• Program alarm panels / system as per specifications
• Issue clients with quotes on site for additional equipment if necessary
• Plan the cable runs with the wireman
• Obtain customer codes before attending a call daily and when on Standby
• Complete handovers
• Complete invoices and job cards after every installation
• Provide feedback to Manager / Supervisor and Call Centre upon completion of a call

Performance Standards (Technical):

• Ensure that installation corresponds to Sales Rep’s quotation
• Ensure that alarms are programmed according to FADT prescribed standards
• Ensure that the correct details are quoted
• Adhere to SHE requirements at all times
• Ensure that the correct customer details are obtained prior to attending the call
• Ensure that handovers, invoices and job cards are completed accurately and within prescribed standards
• Ensure that feedback is provided timeously to the relevant parties

Duties: (General):

• Download cites every morning
• Keep stock up to date and assist storeman with stock take
• Keep the company vehicle clean
• Submit petrol slips

Performance Standards (General):

• Ensure that stock is up to date at
• Ensure that stock is up to date at all times and report any discrepancies
• Ensure that the company vehicle is clean at all times
• Ensure that petrol slips are submitted weekly

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Minimum qualifications and experience:

• Grade 12 or equivalent
• A minimum of 5 years’ experience on Alarms and Intruder Detection Security Systems, Access Control and CCTV.
• Valid code 08 driver’s license essential
• Must be PSIRA registered grade C.

Main duties & Responsibilities: 

• Create detailed commissioning  plans which identifies the activities needed to successfully commission and handover sites,
• document and keep records of all tests on site to include in handover documents as proof of functional testing
• Hands on approach. Jump in and get involved where required on site in order to ensure projects do not fall behind schedule
• Adherence to project and EHS plans;
• Keep forms and records to document daily project activities;
• Monitor the progress, and communicate daily  to site client and Fidelity ADT Project Manager and make adjustments as agreed with Project Manager to ensure the successful completion or projects;
• Monitor and report the quality of work on site on a regular basis to ensure that it meets the project standards and specifications;
• Check stock before deployment to site and when on site in order to ensure everything required is available
• Ensure any deviations in required materials is timeously reported to the project manager to allow time for ordering
• Maintaining a good customer relationship with all Commercial Clients.
• Overtime work required from time to time
• Responsible for installation of fire detection, gas suppression systems, access control, CCTV on project sites
• Follow and adhere to detailed commissioning plans which identifies the activities needed to successfully commission and handover sites, as directed by site engineer and project manager
• Hands on approach. Jump in and get involved  where required on site in order to ensure projects do not fall behind schedule