Field Service Manager
Network Contracting Solutions
Johannesburg, Gauteng
2d ago
source : findojobs-za

Job Overview The Field Service Manager will be responsible for Quality Control, Installer Management and Technical Support for special cases.

The FSM shall coordinate closely with Customer Service as well as the Sales teams when required.Manage, support, and maintain the base of sub-contracting installers, ensuring the delivery of the agreed services and KPIs.

Communicate, train, and establish quality processes.The goal is to drive quality, improve performance of your team, including subcontractors that will bring service excellence to customers.

Job ResponsibilitiesResponsible and accountable for the effective and efficient execution of all the duties associated with the position and functions pertaining to Field ServicesManage key areas within the Field Services environment : Installer ManagementField Service Quality ManagementFacilitate and management of Hardware POC (proof of concept) in the field for potential and existing clients2nd & 3rd Level Field Support and Guidance Installer Management & Field Service Quality Management Function : Recruit and appoint competent sub-contractors in areas required in line with relevant supplier policiesInstaller pricing and negotiations in line with Delegation of Authority (DOA) and with VP FinanceEnsure supplier and or sub-contractor SLAs are agreed to, documented and maintainedContinuously train and certify both existing and new sub-contractor (installers)Manage Quality of workmanship provided by Installers through regular Quality Audits and inspections.

This must be documented and followed up in terms of poor-quality workmanship.Through rigorous fault analysis and Case tracking, Investigate issues in Installer workmanship and administration.

Developing and implementing a quality and demerit system with the goal of retraining under-performing technicians and ultimately weeding out those who fail to achieve our standards.

Develop, update and implement installer processes and procedures together with other key role-players. Document and implement.

Facilitate and management of Hardware POC in the field for potential and existing clientsAssisting and supporting the Team, providing technical support and advice including pre-sales visits and scoping.

Do extensive Pre-Sales hardware inspections on potential opportunitiesManage and ensure (first-hand) the quality of each demonstration installationRegularly follow up and monitor on-going demonstration qualityTask and manage the support required with 1st, 2nd and 3rd Level Technical Support2nd & 3rd Level Field Support and GuidanceProvide 2nd & 3rd level support to installers or testers team as and when necessaryProvide guidance and coaching to installers or testers to troubleshoot possible field issues / problemsWork with Product Engineers to troubleshoot or test new products or firmware or replicate issues in field.

Management Function : Set the Installer KPIsMonitor & Review Installer KPIsPerformance Management of sub-contracting and in-house installersInstaller Management Reports Knowledge SharingLiaise with Vehicle manufacturers on special fits and approvals.

Update manuals to highlight vehicle specific procedures and instructions. Compile Installer manuals and guidelines in accordance with the vehicle manufacturers' recommendations.

Ensure documentation of non-standard installations are documented and available.Conduct regular training sessions for Pointer staff and sub-contracting installers and agents updating them on product evolutions, hence keeping everybody up to date on system functionality and latest product solutions.

GeneralEnsures adherence to Pointer processes, including compliance, and steps in when required.Ensures compliance to various statutes such as POPI, CPA etc.

though staying updated on such relevant laws and regulations and managing implementation, maintenance and compliance.Analyse problems experienced and be creative in finding / developing solutions.

Also escalate where appropriate.Review all processes and procedures at regular intervals to check that the processes comply with legislative and other requirements.

Pro-actively engage other team members to ensure continuous improvement in service delivery.Undertake all reasonable tasks including special projects as identified by the VP Customer Services from time to time Skills & Traits Ability to remain calm and efficient under pressure especially when needing to deal with conflict situationsAbility to portray him / herself professionally in a business environment at executive and operational level.

Excellent communication skills for internal as well as external communication, both verbal and written.Proven people management experience is essential with the ability to coach, mentor and motivate.

Accustomed to the role of problem-solver with proven decision-making skillsAttention to detail, Ability to multi-task.Technical understanding and hands-on experience High degree of self-motivation, confidence, and enthusiasm.

Qualifications & Experience Undergraduate degree or diploma in Electronic or Electrical Engineering Field.At least 3-4 years experience in a field services, technical coordinator, or quality management role.

Good knowledge of all Microsoft Office systems.SaaS and IoT knowledge are advantageousThank you,Theresa Steenkamp - Network Contracting Solutions

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