Technical Manager - JHB

Fidelity Services Group; Gauteng; On-site; ZAR 600,000 - 980,000; Full time

Job summary

Fidelity Services Group is seeking a Technical Manager to oversee all services in the area, handle client queries, and lead service technicians. The role requires strong leadership, customer service orientation, and a solid understanding of safety and compliance.

You will coordinate callouts, ensure stock control, and drive performance targets while maintaining safety standards and effective HR processes.

Qualifications

• Grade 12 or equivalent.
• Minimum 3 years management experience.
• Customer service experience.
• People management experience.

Responsibilities

• Plan and manage the service callouts.
• Liaise with clients regarding technical and account queries.
• Meet Field Force Transformation (FFT) targets.
• Ensure stock control in technical vehicles and inspections.
• Manage Health and Safety and injuries on duties.
• Conduct SHE inspections for ladders, electrical equipment, PPE and vehicle checks.
• Identify training and development needs among staff and coach accordingly.
• Complete recruitment paperwork for new positions or terminated staff.
• Address HR issues and staff development.
• Collaborate with staff to identify and solve queries.
• Oversee staff wellbeing.
• Prepare reports on figures, targets, late service calls, fuel usage and kilometres.

Skills

People management

Customer service

Management experience

Education

Grade 12 or equivalent

Tools

MS Office

Listener

Outlook

Internet

Job description

JOB DESCRIPTION: Technical Manager

POSITION:

Technical Manager

DEPARTMENT:

Technical Service

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%.