Overall purpose of the job: The National Technical Operation Manager is responsible for the management of technicians, scheduling, fitments and customer care.

Duties & Responsibilities:

• Ensure strong communication and collaboration between sales, scheduling, technicians, customer care and finance at an operational level
• Develop and maintain high levels of customer satisfaction through effective communication and customer service.
• Hire, train, manage a team of employees and assign internal resources, including setting performance standards and providing feedback and coaching.
• Conduct regular performance evaluations for employees and provide feedback on areas for improvement.
• Coach, mentor, motivate and supervise team members and contractors, and influence them to take positive action and accountability for their assigned work.
• Ensure compliance with all company policies and procedures.
• Implement strategies to defend our market position where industry trends pose a risk to our operations
• Drives efficiency and effectiveness
• Play an active role in escalated customer complaint resolution
• Drive high quality technical installations & services calls.
• Ensure secure, safe, efficient and customer- oriented handling of technical operations and customer service.
• Ensure technical project milestones and targets are met by establishing active day to day management processes with appropriate resource, issue, and risk management.
• Continuously improve technical/system project management tasks and milestones using feedback and lessons learned as input into existing or future project plans.

• Manage and oversee a body of technicians across the country working directly for Fidelity
• Manage and oversee a body of technicians across the country sub-contracting for Fidelity
• Manage 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
• Analyse calls, identify issues, document the problem, the root cause and the corrective action
• Manage the development of training material and facilitate training interventions
• Manage the development of best practice to improve fitment volumes and facilitate training interventions
• Manage the development of best practice to improve customer care and facilitate training interventions
• Ensure strong communication and collaboration between sales, scheduling, technicians, customer care and finance
• Identify trends and provide insights for Manco and Exco reporting
• To carry out any ad-hoc functions
• Contributes to team effort by accomplishing related results as needed
• Maintain a deep knowledge of Fidelity SecureDrive's products and services and keep up to date with changes
• Contributes to team effort by accomplishing related results as needed
• Develop and maintain a customer centric culture within operations.
• Develop and maintain a total quality management (TQM) framework in the technical portfolio.
• Develop and maintain a customer retention strategy in the customer care portfolio.
  
  

Minimum qualifications and experience:

• Telematics experience in a managerial role is non-negotiable
• Computer Literate (MS Office, Excel, PowerPoint)
• More than 5 years operational management experience
• More than 2 years multifunctional management experience with more than 100 staff reports
• Strong HR management experience including performance management
• Proven track record of technical understanding and innovation
• Proven track record in operational efficiency and innovation
• Operational budgeting and forecasting skills
• Experience in implementing strategies to achieve business goals.
• Strong computer skills, including knowledge of Microsoft Office and other business software.
• Proven track record of technical understanding and innovation.
• Proven track record in operational efficiency and innovation 

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.