Job Description
Ensure that the Technicians and Quality Assurers have a good understanding of the company goals and strategy.
Ensure that the Technicians and Quality Assurers have a good understanding of the installation process ad procedure.
Conduct relevant analyses of individual Technicians and Quality Assurers as well as team statistics and trends on a regular basis in order to produce meaningful insights that can assist with improving productivity.
Prepare all relevant business reports on a daily, weekly and monthly basis in line with agreed quality standards and deadlines.
Supervise department resources as required to support customer demands and business needs.
Drive the delivery and implementation of department Service Level Agreements through strict compliance.
Compile monthly stats on efficiency reports and provide meaningful recommendations to the department manager.
Compile monthly stats on customer service reports and provide meaningful recommendations to the department manager.
Ensure that new information regarding methods of installation is communicated to all team members.
Compile monthly stats on recovery rate reports and share findings and insights with the department manager.
Ensure that the Technicians follow the predetermined schedule to achieve maximum productivity while delivering excellent customer service.
Ensure that the Technicians liaise with scheduling with regards to installation address, vehicle details, etc. to ensure integrity in their delivery.
Ensure that the Technician’s allocated jobs are completed at a rate of 100%.
Liaise with scheduling to ensure that the Technician’s schedules are correct to minimise cancellations and frustrations, in line with customer service standards.
Ensure that the Technicians and Quality Assurers have the necessary tools and test equipment to fulfil their roles successfully.
Ensure that the Technician’s and Quality Assurer’s vehicles are serviced and maintained to minimise breakdowns.
Maintain a good relationship with the scheduling supervisors to ensure that efficiencies are met in line with departmental objectives.
Minimum requirements
Essential: Matric NQF 4
Essential: At least 5 years’ technical (tracking) experience.
Essential: At least 2 years’ experience within the Quality Assurance environment.
Desirable: At least 1 year Supervisory or Team Lead experience.
Demonstrated competence and working knowledge of administrative, organising, coordinating and PR skills is required.
Demonstrated competence and working knowledge of Microsoft office.
Competencies required
Supervisory capabilities
Creative thinking
Influencing and convincing skills
Negotiation Skills
Conflict Management
Customer service orientation
High analytical and insight generation capabilities
Resilience and ability to work under pressure
Strong interpersonal skills
Management of financial resources
Judgment and Decision Making
Complex Problem Solving
Critical Thinking
Articulating information effectively
Coordination ability
Cultural sensitivity social perceptiveness
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