About the position
The Service Manager for Masc Solutions is a position that requires a technically competent and capable business administrator. This well experienced Manager must manage the service team, effectively communicate with the service team, clients and Masc management. The candidate will administer service schedules, call-outs, invoicing, ad-hoc service sales proposals and provide technical support to the service team for trouble shooting and small works project installations. Primary communication will be with clients, the service team and Masc management. The management of all service-related matters including ad-hoc service calls, job cards, service level agreements, invoicing, quotes, service fleet, technical support and annual service budgets are the key responsibilities
Key Performance Area
- Technical Support
- Resource Scheduling
- Vehicles, Tools & Test equipment management
- Adhere to Health and Safety Standards
- Job Card Management
- Client Communication
- Staff Management Communication
- Invoicing
- Quoting
- Maintenance Schedules
- KPA Management of Staff
- Annual Budget Preparation
- Living Stallion Values
Specific Requirements
- Have sound technical skills in the fields of access control, CCTV, fire detection, networks, intercoms and intruder alarm systems.
- Have the ability to communicate with staff, management & provide excellent customer service.
- Effective administration skills including job scheduling, resource scheduling, job cards, service level agreements, invoicing and small works quotes.
- Control of all service vehicles, stock, tools and test equipment issued to technicians.
- Adhere to stated policies and procedures relating to quality management.
- Be responsible for seeing that work requested is followed through to completion.
- Be responsible for making decisions, suggestions, comments, or corrections on previously assigned work.
- Be able to make recommendations with respect to improving techniques in all service-related matters.
- Be able to accept comments or complaints on his activities and to take constructive action toward improvement.
- Be capable of assuming responsibility for preparing necessary records.
- He must be courteous and helpful to all persons with whom he is working.
- Ensure all staff comply with OSHA standards.
- Ensures that all work carried out by service and installation teams is according to SOP’s, with due regard to Safety to avoid injuries, damage to property, loss of unused materials.
- Also have superior customer communications skills to understand technical issues and effectively communicate the corrective actions that will be taken, to operate a variety of control, audio, visual equipment.
- Process and maintain all associated paperwork in relation to the hand over code of practice and to ensure the integrity and confidentiality of all information obtained within the installed equipment, whether written, verbal, or by any other means.
- Develop self and always maintain knowledge in relevant field.
- The Service Manager must be qualified to perform inspection work and follow the needed process to ensure all repair work through to its conclusion.
- Perform all other duties as assigned.
Minimum Requirements
- Grade 12
- Tertiary qualification preferential
- SAQCC Commissioner – Fire Detection & Gas Suppression preferential
- Ability to fluently speak, read and write English
- Proven experience in a service management role, preferably within the electronic security and fire safety industry.
- Computer literate (Windows, MS Office, Servcraft or similar Service Ticketing package)
- Experience with SAP or similar CRM package
- Five years plus experience in electronic security (Access control, CCTV, PA), fire detection & gas suppression technologies and related products, services, systems, hardware and software
- SAQCC Registered Fire Detection
- PSIRA registered
- Valid driver’s license – EB
Desired Skills:
- Computer literate
- Effective administration skills
- excellent customer service
