Description

• Responsible for the daily/monthly planning, coordination and dispatching of all service technicians the particular field.
• Analyses work in progress (WIP) report to identify service efficiency opportunities and make improvements.
• Manages quotations for all Electrical jobs ensuring the scopes of work are clearly defined and understood by the customers and the correct hours and rates are quoted and submitted to the customer within the standard time set.
• Ensures that Service Calls are opened for all jobs to be performed, and that all billings are done on a daily weekly, monthly basis through the administrative staff
• Manages the administrative staff, to ensure that 100% customer feedback is conducted on a daily basis and ensures a 90% customer satisfaction rate monthly.
• Works with the Parts Department personnel to agree on that the parts that should be available ex-stock and minimum quantities required.
• Ensures all technician reports are completed daily and the technician times are recorded daily/monthly and submitted to the
• Administrative Supervisor on a timely basis.
• Collaborates with the Warranty Administrator to ensure all documents are properly put together and submitted on a timely basis for particular brands assigned.
• Reviews partially and fully denied warranty claims, identifies improvements needed and implements corrective action plans.
• Manages technician performance, and completed performance evaluations within standard time set, creates and ensures execution of development plans.
• Works closely with the SPSRs and contracts team lead to meet the quota for service contracts monthly.
• Collaborates and communicates with the relevant Division Manager/supplier to develop and obtain all necessary training for new and existing products/brands.
• Works closely with the Service Manager to ensure all techs meets the required standard with all training online/abroad for the particular brand/supplier.
• Takes lead role in all technical investigations and develop processes and procedures to achieve first time fix.
• Assists customers / regional partners in resolving complex or unique product problems as required as well as act as liaison for all technical communication between suppliers and FTF.

• A Diploma in Electrical Engineering from a recognized technical institution or
• At least 5 years’ experience in a similar role with certificates demonstrating successful completion of Electrical courses from a recognized educational institute or OEM supplier.
• A Degree in Electrical Engineering from a recognized technical institution will be an asset
• A Diploma in Business Management, with a technical qualification will be an asset
• A minimum of 3 years Supervisory experience, with a proven track record of excellent customer service will be an asset.
• Strong technical background

• Excellent interpersonal skills
• Excellent communication skills
• Excellent analytical and troubleshooting skills
• The ability to lead and motivate others
• Team oriented
• The ability to work in a fast paced environment with minimum supervision