Technical Manager
MAIN PURPOSE OF JOB:
Manage all services done in the area, client queries and manage service technicians.
QUALIFICATION & EXPERIENCE:
Grade 12 or equivalent
Minimum 3 years management experience
Customer Service experience
People management experience
JOB REQUIREMENTS & OTHER ATTRIBUTES:
Computer literate (MS Office, Listener, Outlook, Internet
Knowledge of Listener advantageous
PSIRA Registered (Grade B)
Valid Driver's Licence
Conversant in SAIDSA requirements
KEY PERFORMANCE AREAS:
TECHNICAL TARGETS
EHS
PEOPLE MANAGEMENT
ADMINISTRATION
DUTIES:
Plan and manage the service callouts
Liaise with clients with regards to technical and account queries
Meeting Field Force Transformation (FFT) targets
Ensure proper stock control and counts in technical vehicles as well as inspections
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
Identify Training and development needs among staff and coach accordingly
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
Work closely with the staff members to identify and solve queries
Staff Wellbeing
Complete the following reports- figures and targets, late service calls, fuel consumption and kilometres, red/green flag and SMS test.
Check and distribute fines to installations staff and obtain signed AOD's
Check individual installers cellphone bills and obtain signed AOD's
Check Installer drive sheets i.e. arrival and departure times at sites
Receive and attend to Listener notes and provide feedback
Address emails received from internal departments and provide feedback
PERFORMANCE STANDARDS:
Ensure that weekly service targets are met
Ensure first time resolution to client query and the correct payments are received for service calls.
Ensure that FFT targets are met as set out in the budget for the branch.
Minimise stock loss to less than 1%.
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 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 Installers whereabouts are recorded accurately
Ensure that reports are completed on a weekly basis and sent to Installations Manager