Service Manager at Fidelity Services Group

Overall purpose of the job: The overall purpose of this position would be related to the technical support functionality in the region as well as fulfilling a role as Site supervisor for technical installations as and when required. The incumbent is accountable for ensuring the necessary proof of work that was conducted handed in and attached to each job in the incident management system. The incumbent is also responsible to understand contractual obligations within the region and ensure jobs handled fast, efficiently and with the required quality adherence. Communication and assurance of fault rectification during maintenance visits and ensure customer communication of outstanding standards during the lifecycle of a service or maintenance visit. The incumbent will operate within the commercial organisation matrix structure and must leverage and collaborate with the various role players to ensure set objectives are achieved. The incumbent will be responsible for liaising with 3rd party contractors where required to rectify cabling infrastructure, wireless networks, backup power requirements, mechanical infrastructure and any integrated related product sets. 

Duties & Responsibilities:

• Accountability for the maintenance schedules required to ensure security systems in full working order.
• Assisting other leaders in each of the teams delivering either Project installation services or Support as and when required.
• Ensure that Project and Service SHEQ requirements in terms of standard legislative requirements are adhered to at all times.
• Assist sales representatives with technical design and solutions when required.
• General staff and administration functions in the Regional Branch relating to stock, subcontractors, invoicing and overhead costs management.
• Ensure that Contractual obligations understood and executed to mitigate and protect company against any legislative penalties contractually bound to.
• Ensure accurate costing for maintenance contract services to ensure accurate monthly, quarterly and annual costs calculations by utilising the incident management solution.
• Ensure all staff are sufficiently trained and competent in order to carry out work in accordance with company standards, health and safety legislation in accordance with a staff grading system.
• Work close together with regional stores personnel to ensure sufficient stock levels available to assist in the fast and efficient service and maintenance requirement according to contractual timelines.
• Manage quality installation standards during projects to service handovers with required technical documentation for after-installation service capabilities.
• Scheduling and planning of resources for productivity with technical coordinators.

Minimum qualifications and experience:

• Matric and Code 08 driver’s license.
• Management certification (MDP or similar)
• PC literacy courses (MS Office) or certifications.
• PSIRA registered
• Electronic Security Equipment k in CCTV, Offsite monitoring, Access Control, Building Management Solutions, Perimeter detection and Retail Security Solutions (Sensormatic EAS, RFID Solutions, Occupancy)

Skills and Attributes:

• Customer focussed
• Values driven
• 5 – 10 years’ experience in the management environment – Electronic Security Solutions across industry verticals
• Financial Acumen and
• Hands-on, technical and operational ability
• Strong written and verbal communication skills
• Ability to communicate at all levels
• Be able to work under extreme pressure with flexible hours
• Accountability
• Balances Immediate and Long-Term Priorities
• Managing Diversity
• Very good planning skills
• Time management
• Attention to Detail (quality)