National Technical Operations Manager at Fidelity Services Group

Overall purpose of the job:

• The National Technical Operation Manager is responsible for the management of technicians, scheduling, fitments and customer care.

Duties & Responsibilities:

• Ensure strong communication and collaboration between sales, scheduling, technicians, customer care and finance at an operational level
• Develop and maintain high levels of customer satisfaction through effective communication and customer service.
• Hire, train, manage a team of employees and assign internal resources, including setting performance standards and providing feedback and coaching.
• Conduct regular performance evaluations for employees and provide feedback on areas for improvement.
• Coach, mentor, motivate and supervise team members and contractors, and influence them to take positive action and accountability for their assigned work.
• Ensure compliance with all company policies and procedures.
• Implement strategies to defend our market position where industry trends pose a risk to our operations
• Drives efficiency and effectiveness
• Play an active role in escalated customer complaint resolution
• Drive high quality technical installations & services calls.
• Ensure secure, safe, efficient and customer- oriented handling of technical operations and customer service.
• Ensure technical project milestones and targets are met by establishing active day to day management processes with appropriate resource, issue, and risk management.
• Continuously improve technical/system project management tasks and milestones using feedback and lessons learned as input into existing or future project plans.
• Manage and oversee a body of technicians across the country working directly for Fidelity
• Manage and oversee a body of technicians across the country sub-contracting for Fidelity
• Manage a team of scheduling staff to ensure that 90% of sales are fitted in the month of sale Manage, train and develop a world class customer care team
• Analyse calls, identify issues, document the problem, the root cause and the corrective action
• Manage the development of training material and facilitate training interventions
• Manage the development of best practice to improve fitment volumes and facilitate training interventions
• Manage the development of best practice to improve customer care and facilitate training interventions
• Ensure strong communication and collaboration between sales, scheduling, technicians, customer care and finance
• Identify trends and provide insights for Manco and Exco reporting
• To carry out any ad-hoc functions
• Contributes to team effort by accomplishing related results as needed
• Maintain a deep knowledge of Fidelity SecureDrive’s products and services and keep up to date with changes
• Contributes to team effort by accomplishing related results as needed
• Develop and maintain a customer centric culture within operations.
• Develop and maintain a total quality management (TQM) framework in the technical portfolio.
• Develop and maintain a customer retention strategy in the customer care portfolio.

Minimum qualifications and experience:

• Telematics experience in a managerial role is non-negotiable
• Computer Literate (MS Office, Excel, PowerPoint)
• More than 5 years operational management experience
• More than 2 years multifunctional management experience with more than 100 staff reports
• Strong HR management experience including performance management
• Proven track record of technical understanding and innovation
• Proven track record in operational efficiency and innovation
• Operational budgeting and forecasting skills
• Experience in implementing strategies to achieve business goals.
• Strong computer skills, including knowledge of Microsoft Office and other business software.
• Proven track record of technical understanding and innovation.
• Proven track record in operational efficiency and innovation 
   

Method of Application
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