Business unit, Department, Reporting
Business Unit | CPS |
Department | Field Services |
Reports to | Executive: Field Operations (M3) |
Job Grade/Level | M5 |
Core Description
Manage all aspects of the branch and its staff. Working collaboratively with the branches’ department managers and senior staff, to ensure the quantity, quality and flow of service to deliver a consistently excellent standard of customer service.
Key Deliverables / Primary Functions
• Managing client/customer expectations by maintaining contracted SLA
• Incident, problem and crisis management; assigning, updating and closing of incidents, projects and PM’s; guide and mentor technicians; productivity and stock management
• Maintain client/customer contractual obligation to complete expected preventative maintenance agreement, project and installation rollout, stock, resources and documentation
• Maintain and ensure all bill of materials are documented and submitted; manage branch expenses – overtime, fuel, consumables, electricity, third party vendors and services
• Ensure weekly, monthly and annual stock takes of all maintenance, client stock and boot stock are done accurately and precise; ensure critical stock and spares levels are maintained and adhered to by branch
• Ensure company HES principles, process, procedure and compliance is always adhered to and maintained
Core Functional Skills & Capabilities
Decision Making
Leading Teams / Team Leadership
Customer Service
Analytical and Problem Solving
Core Behavioural Competencies
Culture Match
Job Match
Leading and supervising
Delivering Results & Meeting customer expectations
Planning & Organising
Coping with pressures & setbacks
Working with people
Minimum Qualifications
NQF 6: 3 year Degree/ Diploma/ National Diploma in Engineering or Information Technology
OR NQF 4: Grade 12
Additional Education -Preferred /Advantage
Experience
Minimum of 5 years’ experience in a technical operational role and a minimum of 2 years team leader or junior management experience
Or
If only Grade 12, then 7-years’ experience, with 5 years in a technical operational role, of which at least 2-years are on a team leader or junior management level
Certifications
Preferred/Advantageous Certifications:
ITIL
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Span of Control | 5 – 10 direct and 15 – 40 indirect reports |
Level of Engagement | Engagement will all levels within the organisation, internal and external to the business. |
Special Requirements / Employment Condition
Required to travel locally and/or internationally
Drivers Licence and Reliable Vehicle - both required
Ability to work extended /long hours as and when required
Workplace / Physical Requirements
Client Roaming