Field Service Manager

Job Responsibilities

• Responsible and accountable for the effective and efficient execution of all the duties associated with the position and functions pertaining to Field Services
• Manage key areas within the Field Services environment:
  • Installer Management
  • Field Service Quality Management
  • Facilitate and management of Hardware POC (proof of concept) in the field for potential and existing clients
  • 2nd & 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 policies
  • Installer pricing and negotiations in line with Delegation of Authority (DOA) and with VP Finance
  • Ensure supplier and or sub-contractor SLA’s are agreed to, documented and maintained
  • Continuously 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 clients
  • Assisting and supporting the Team, providing technical support and advice including pre-sales visits and scoping.
  • Do extensive Pre-Sales hardware inspections on potential opportunities
  • Manage and ensure (first-hand) the quality of each demonstration installation
  • Regularly follow up and monitor on-going demonstration quality
  • Task and manage the support required with 1st, 2nd and 3rd Level Technical Support
  • 2nd & 3rd Level Field Support and Guidance
  • Provide 2nd & 3rd level support to installers or testers team as and when necessary
• Provide guidance and coaching to installers or testers to troubleshoot possible field issues/problems
• Work with Product Engineers to troubleshoot or test new products or firmware or replicate issues in field.

• Management Function:
  • Set the Installer KPIs
  • Monitor & Review Installer KPIs
  • Performance Management of sub-contracting and in-house installers
  • Installer Management Reports

• Knowledge Sharing
  • Liaise 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.

• Ensures 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

• Ability to remain calm and efficient under pressure especially when needing to deal with conflict situations
• Ability 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 skills
• Attention to detail, Ability to multi-task.
• Technical understanding and hands-on experience
• High degree of self-motivation, confidence, and enthusiasm.

• 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 advantageous