Technical Field Line Manager (Security)
Fidelity Services Group
Hermanus, Western Cape
Posted 07 October 2020 - Closing Date 30 October 2020

Job Details

Job Description

Technical Field Line Manager Role (HERMANUS)


Main Purpose: Manage all Technical work done in the area, client queries and manage Technicians, Technical Assistants as well as dotted line of responsibility to Technical Co-ordinators


Qualification & experience:

  • Grade 12 or equivalent
  • Minimum 3 – 5 years’ management experience
  • Customer Service experience
  • People management experience
  • Minimum 3 – 5 years’ Technical background (in depth knowledge different alarm components and panels)
  • Stock Control
  • Tertiary education (advantageous)
  • Financial background (advantageous)
  • Fully Bilingual



  • Computer literate (MS Office, Listener, Outlook, Internet, Power point)
  • Knowledge of Listener & SAP (advantageous)
  • PSIRA Registered (Grade B)
  • Valid Driver’s Licence
  • Conversant in SAIDSA requirements
  • After hours / Standby availability



Technical Targets:

  • Plan and manage the Installation and Service department
  • Liaise with clients and accounts department with regards to technical and account queries
  • Meeting Field Force Transformation (FFT) targets
  • Installation Inspections
  • Ensure proper stock control and counts in technical vehicles and store room as well as inspections
  • Check all invoices to ensure correct stock transfers
  • To maintain stock levels and ensure stock readily available for installations/service



  • Manage Health and Safety and injuries on duties
  • Conduct SHE inspections for ladders, electrical equipment, PPE and vehicle checks
  • Conduct SHE meetings and toolbox talks with Installations staff


People Management:

  • Complete all necessary paperwork for the successful recruitment of terminated staff or new positions which may become available
  • People management, including all HR related issues as well as staff development
  • Identify Training and development needs among staff and coach accordingly
  • Work closely with the staff members to identify and solve queries
  • Staff Wellbeing




  • Complete the following reports: Weekly actual numbers vs. targets, Stock take & Control, Weekly Installations/Sales follow up/Courtesy calls, Late service calls, Fuel consumption and kilometres, Red/green flag and SMS test.
  • Check Installer drive sheets i.e. arrival and departure times at sites
  • Check and distribute fines to installations staff and obtain signed AOD’s
  • Investigate break ins, downloads of panels and compile break in report
  • Receive and attend to client queries and provide feedback
  • Address emails received from internal departments and provide feedback
  • Liaise telephonically with technicians and internal departments regarding technical queries
  • Send technical vehicles for service and repair as and when required
  • Investigate and report claims against the company and report damages that may have occurred
  • Attend various training sessions
  • Complete the annual recommitments with Installations staff


Performance Standards:

  • Ensure that weekly and monthly Technical targets are met
  • Ensure first time resolution to client query
  • Ensure that FFT targets are met as set out in the budget for the branch.
  • Minimise stock loss to less than 1%.
  • Stock take as per regional dates
  • Check and distribute FTT, Low Bat and WIP reports
  • Ensure that all incidents are reported to HR within 24 hours of the incident occurring
  • Ensure inspections are conducted on a monthly basis and discrepancies reported to Installations Manager / HOD
  • Ensure toolbox talks and SHE meetings are conducted monthly and minutes sent to HR Officer – EHS
  • Ensure that the terminated paperwork is submitted to HR for processing
  • Ensure that staff performance is monitored and recorded regularly
  • Ensure that staff are given the proper training and in line with the work completed
  • Ensure that queries are dealt with effectively and efficiently
  • Ensure that reports are completed on a daily, weekly and monthly basis for Branch & Regional Technical Manager
  • Attend weekly, monthly meetings
  • Ensure that AOD’s are signed and submitted to payroll before 10th of each month for payroll cut off
  • Ensure that Listener notes and emails are attended to timeously and feedback provided
  • Ensure that all technical queries are resolved within prescribed standards
  • Ensure vehicles are sent for repair at regular intervals
  • Ensure that investigations and claim reports are addressed within prescribed standards
  • Ensure that payroll documents are submitted by 10th of every month
  • Ensure that training sessions are attended as and when required
  • Ensure completion of courses as and when required (annually)
  • Informing
  • Motivating others
  • Planning
  • Time management
  • Drive for results
  • Action Oriented
  • Priority setting
  • Functional / Technical Skills
  • Customer Focus
  • Business Acumen
  • Interpersonal savvy
  • Hiring and Staffing
  • Building effective teams
  • Interpersonal savvy
  • Approachability
  • Problem solving


We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.