Service/ Operations Manager - Commercial - Gqeberha/Port Elizabeth at Fidelity Services Group

MAIN PURPOSE OF JOB:

• To ensure the successful and efficient management of the day to day operations of the Technical Service, Downloading and Dealer Inspector departments as well as to drive and meet departmental targets.

QUALIFICATION & EXPERIENCE:

• Grade 12 or equivalent
• Minimum 5 years Technical Management experience
• Extensive knowledge of alarm systems
• Customer Service experience
• People Management experience

JOB REQUIREMENTS & OTHER ATTRIBUTES:

• Valid Drivers Licence
• Computer literate (MS Office, Listener, Outlook, Internet
• Knowledge of Listener advantageous
• PSIRA Registered (Grade A)
• Conversant in SAIDSA requirement

DUTIES:

• Monitor and management technicians and vehicles by conducting spot checks
• Liaise with FLM’s on client and staff issues
• Manage Health and Safety and injuries on duties
• Check that EHS toolbox talks are completed 
• Conduct spot checks on staff and vehicles
• Conduct monthly SHE checks on FLM’s
• Assist FLM’s with incident reporting and presentation 
• People management, including all HR related issues as well as staff development
• Complete all necessary paperwork for the successful recruitment of terminated staff or new positions which may become available.
• Identify Training and development needs among staff and coach accordingly
• Work closely with the staff members to identify and solve queries
• Staff Wellbeing
• Deal with escalated client queries
• Monitor the number of queries received by the Service Department
• Follow up on client queries
• Follow up on Hello Peter complaints
• Supply feedback and action plans on the customer sat system
• Monitor all Listener notes sent to Field Line Managers
• Co-ordinate reports from FLM’s
• Complete weekly figures for management
• Compile weekly TMOR report for Head Office
• Complete weekly vehicle report for transport
• Complete weekly Red/ Green flag report
• Monitor the late service call report on a weekly basis
• Monitor and draw reports on the SMS facility
• Monitor the fuel consumption on a weekly basis
• Monitor and management staff mobile accounts
• Liaise with NKA office regarding any urgent queries
• Order and manage uniforms for technical staff
• Issue uniforms to FLM’s for technical staff
• Liaise with uniform suppliers
• Liaise with Head Office regarding uniform standards

INTERNAL CLIENTS:

• Accounts
• Call centre
• Customer Services
• CAD
• Operations
• Control
• HR

EXTERNAL CLIENTS:

• Clients
• Suppliers
• Sub contractors