Overall purpose of the job:<\/p>\n
\tThe National Technical Operation Manager is responsible for the management of technicians, scheduling, fitments and customer care.<\/p>\n
Duties & Responsibilities:<\/p>\n
\tEnsure strong communication and collaboration between sales, scheduling, technicians, customer care and finance at an operational level
\n\tDevelop and maintain high levels of customer satisfaction through effective communication and customer service.
\n\tHire, train, manage a team of employees and assign internal resources, including setting performance standards and providing feedback and coaching.
\n\tConduct regular performance evaluations for employees and provide feedback on areas for improvement.
\n\tCoach, mentor, motivate and supervise team members and contractors, and influence them to take positive action and accountability for their assigned work.
\n\tEnsure compliance with all company policies and procedures.
\n\tImplement strategies to defend our market position where industry trends pose a risk to our operations
\n\tDrives efficiency and effectiveness
\n\tPlay an active role in escalated customer complaint resolution
\n\tDrive high quality technical installations & services calls.
\n\tEnsure secure, safe, efficient and customer- oriented handling of technical operations and customer service.
\n\tEnsure technical project milestones and targets are met by establishing active day to day management processes with appropriate resource, issue, and risk management.
\n\tContinuously improve technical\/system project management tasks and milestones using feedback and lessons learned as input into existing or future project plans.
\n\tManage and oversee a body of technicians across the country working directly for Fidelity
\n\tManage and oversee a body of technicians across the country sub-contracting for Fidelity
\n\tManage a team of scheduling staff to ensure that 90% of sales are fitted in the month of sale Manage, train and develop a world class customer care team
\n\tAnalyse calls, identify issues, document the problem, the root cause and the corrective action
\n\tManage the development of training material and facilitate training interventions
\n\tManage the development of best practice to improve fitment volumes and facilitate training interventions
\n\tManage the development of best practice to improve customer care and facilitate training interventions
\n\tEnsure strong communication and collaboration between sales, scheduling, technicians, customer care and finance
\n\tIdentify trends and provide insights for Manco and Exco reporting
\n\tTo carry out any ad-hoc functions
\n\tContributes to team effort by accomplishing related results as needed
\n\tMaintain a deep knowledge of Fidelity SecureDrive’s products and services and keep up to date with changes
\n\tContributes to team effort by accomplishing related results as needed
\n\tDevelop and maintain a customer centric culture within operations.
\n\tDevelop and maintain a total quality management (TQM) framework in the technical portfolio.
\n\tDevelop and maintain a customer retention strategy in the customer care portfolio.<\/p>\n
Minimum qualifications and experience:<\/p>\n
\tTelematics experience in a managerial role is non-negotiable
\n\tComputer Literate (MS Office, Excel, PowerPoint)
\n\tMore than 5 years operational management experience
\n\tMore than 2 years multifunctional management experience with more than 100 staff reports
\n\tStrong HR management experience including performance management
\n\tProven track record of technical understanding and innovation
\n\tProven track record in operational efficiency and innovation
\n\tOperational budgeting and forecasting skills
\n\tExperience in implementing strategies to achieve business goals.
\n\tStrong computer skills, including knowledge of Microsoft Office and other business software.
\n\tProven track record of technical understanding and innovation.
\n\tProven track record in operational efficiency and innovation\u00a0
\n\t\u00a0<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Fidelity Services Group","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"Fidelity Services Group is Southern Africa's largest integrated security solutions provider and the industry leader in protection innovation. Excellence in service delivery and implementation are fundamental to our impressive track record. By keeping abreast of the latest trends and technological de... read morevelopments globally, and continuously evolving and innovating, the Group remains a front-runner in the security solutions market.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":["post-20402","job_listing","type-job_listing","status-expired","hentry","job_listing_region-gauteng","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/20402","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=20402"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=20402"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=20402"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}