Installations Manager

Tracker South Africa; Johannesburg; On-site; ZAR 500,000 - 700,000; Full time

Job summary

A leading technology company in Johannesburg is seeking an Installations Manager to manage technician capacity and ensure installation processes are optimized. The role includes managing service delivery during installations, defining quality processes, and leading a team to achieve operational goals. Candidates should have a relevant diploma and substantial experience in a supervisory position within a call centre environment.

Qualifications

• At least 5 years' experience within a call centre environment.
• At least 3 years' experience at supervisory level.
• Valid South African Driver’s licence.

Responsibilities

• Manage technician capacity for installation processes.
• Ensure installation quality standards are met.
• Manage service level agreements and quality processes.
• Build productive teams through staff development.

Skills

Collaboration and Support

Excellent verbal, written and interpersonal communication skills

Results driven with focus on resolving issues timely

Strong Business Acumen

Teamwork

Leadership of Change

Education

Relevant National Diploma in Logistics Management or Business Management

Tertiary qualification or Degree in Automotive Electronics

Tools

MS Office

Outlook

Job description

Tracker requires the services of an Installations Manager based at the Head Office in Johannesburg. The incumbent will manage technician capacity to ensure that installation processes are optimised, and all Tracker products are installed as per set SOP’s/SLA’s. To optimise and improve the quality processes of installations through the efficient management of the Quality team.

• Manage delivery on installation fitments in line with Sales requirements.
• Manage service delivery excellence during the installation process.
• Define and Manage service level agreements to ensure alignment with the organisation’s strategy.
• Define and Manage quality processes and procedures
• Manage the internal (Tracker) vs. external (Fitment Centre) technician capacity.
• Manage installation quality standards and ensure alignment with the organisation’s strategy.
• Maintain an acceptable set recovery rate.
• Analyse and report on installation shortfalls that affect the recovery rate.
• Manage non-compliance of installation processes that affect the recovery rate.
• Analyse and report on recovery stats monthly
• Manage and maintain effective customer service and customer complaint response times.
• Manage CEO complaints effectively and report to relevant stakeholders.
• Manage the budgets and ensure action taken on expenditure and overspending.
• Manage and ensure that all company assets are maintained in accordance with company standards.
• Define and manage all administration processes within area of responsibility.
• People management and leadership skills must be applied to fulfil operational requirements
• Perform administration tasks related to projects installation support functions within in deadlines
• Responsible for the planning and management of the national Technician capacity to ensure delivery to both new and existing customer base with tight project timelines.
• Operational planning and management of installation requirements for large and fleet customers where relevant.
• Manage and ensure training manuals and training methods are in line with current requirements, policies and procedures.
• Build productive teams through – staff selection, development, coaching and motivating to levels of maximum staff potential.
• Ensure the successful management of staff according to company standards (appraisals, discipline, development, training etc).
• Essential: Relevant National Diploma in the fields of Logistics Management,Business Administration, Business Management or a related field. NQF 6
• Essential: At least 5 years’ experience within a call centre environment.
• Essential: At least 3 years’ experience at supervisory level
• Desirable: Tertiary qualification or Degree in Automotive Electronics or a related field will be advantageous
• Desirable: Relevant exposure within the vehicle installation industry
• Computer Literate (MS Office and Outlook)
• Valid South African Driver’s licence

COMPETENCIES:

• Collaboration and Support
• Positive energy and influence
• Excellent verbal, written and interpersonal communication skills
• Results driven with focus on resolving issues timeously
• Excellent interpersonal skills.
• Strategic Thinking / Big Picture
• Strong Business Acumen
• Analytical Skills
• Teamwork
• Results Orientation
• Problem Solving
• Values Orientation
• Leadership of Change
• Facilitation Skills
• Conflict Management
• Proficiency in project management methodologies

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