Service Manager - MASC Solutions

Introduction

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.

Duties & Responsibilities

Technical Support

• Provide technical support to service teams in the fields of access control, CCTV, Fire Detection, Networks, Intercoms, Intruder alarm systems

Resource Scheduling

• Efficiently schedule service technicians to meet client demands and optimise productivity.

Vehicles, Tools & Test equipment management

• Oversee the maintenance, tracking and inventory of service vehicles, tools and test equipment to ensure operational readiness and safety compliance.

Adhere to Health and Safety Standards

• Ensure correct procedures per site are followed as per regulations and Health and Safety Procedures.

• Ensure no Health and Safety equipment, with expired validity dates are used.

• Work on clients’ sites within the issued permit specifications.

• Personal appearance as per technical standard and uniform

Job Card Management

• Maintain accurate records of service requests, job progress and completion status for all assigned tasks

Client Communication

• Serve as primary point of contact for clients, ensuring timely and effective communication regarding service enquiries, updates and resolutions

Staff Management Communication

• Facilitate clear communication between service technicians, management and other departments to ensure seamless workflow and resolution oof issues

Invoicing

• Coordinate with finance department to ensure timely & accurate invoicing for completed services, including tracking of billable hours and materials used.

Quoting

• Prepare and present all small works proposals

• Prepare and present all Service Level Agreement proposals and renewals

Maintenance Schedules

• Ensure all maintenance schedules are adhered to and communicated to the clients

KPA Management of Staff

• Establish and track Key Performance Indicators for service technicians, providing feedback, coaching and support to ensure individual and team success

Annual Budget Preparation

• Collaborate with management to develop and manage the annual budget for the service department including forecasting, expenses and revenue

Living Stallion Values

• Accountability

• Urgency

• Integrity

• Excellence

• 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 and qualifications

Formal Qualifications

Minimum

Grade 12

Tertiary qualification preferential

SAQCC Commissioner – Fire Detection & Gas Suppression preferential

Ability to fluently speak, read and write English

Prior Experience

Minimum

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

Legal Requirements

PSIRA registered

Valid driver’s license – EB

Package & Remuneration

R53k - R55k CTC

Interested?

Should you meet the minimum requirements mail your CV to CV@Stallion.co.za

Candidates who do not meet the minimum requirements will not be taken into consideration.