Job Description

Job Summary Key Performance Areas

Project Operations

• Oversee the day-to-day operations of the Installation department, ensuring smooth workflow and timely completion of Installation requests.
• Coordinate with customers to schedule appointments and communicate project updates.
• Ensure orders are accurately documented, including detailed descriptions of work performed and parts used.
• Review installation requirements, and ensure technicians comply and adhere to company quality guidelines.
• Maintaining records and reports. This includes keeping records of equipment installed, warranty requirements, parts inventory, and customer complaints.
• Maintain a handover of the project to the service department, with the service intervals and warranty schedules being maintained accordingly.
• Ensure instructions to suppliers / contractors include a full scope of requirements to prevent addons and unplanned expenditure after quotation approval.
• Attend various meetings and action/communicate instructions.
• Produce written reports and make presentations.
• Ensure good housekeeping standards are maintained.

Customer Service

• Serve as the main point of contact for escalated customer inquiries or complaints, resolving issues promptly and ensuring customer satisfaction.
• Develop and maintain strong customer relationships, ensuring repeat business and positive referrals.
• Continuously monitor customer feedback and implement strategies to improve service quality and exceed customer expectations.

Purchasing and Finance Management

• Ensure that all daily, weekly and monthly deadlines are adhered to.
• Always be aware of all policies and work within those boundaries.
• Overseeing the inventory of parts and supplies. This includes ordering parts and supplies, tracking inventory levels, and ensuring that the company has the necessary parts and supplies on hand to meet customer demand.
• Responsible for full-service budget function xe2x80x93 including preparation, forecasting, presentation, management, tracking and reporting.

Quality Control, Health and Safety

• Implement and enforce quality control standards, ensuring that all project activities meet or exceed industry standards and customer expectations.
• Monitor compliance with safety protocols, ensuring a safe working environment for technicians and customers.
• Conduct regular inspections to assess service quality, identify areas for improvement, and implement corrective actions.
• Ensure that all systems, mechanical and electrical are safe to operate and compliant with regulations.
• Developing company policies and standard operating procedures for all project work.
• Check all tools and testing equipment regularly to ensure safe and good working order xe2x80x93 report any issues.
• Maintain Tool lists of Company and Employee items to ensure accurate record keeping.
• Be able and willing to accept SHE regulatory appointments.

Fleet / Tools Management

• Checks to be performed on company vehicle and Inspection Sheet/reports are completed to determine relevant services, licence renewals for services.
• Check during and after services, to ensure they were carried out correctly. Communications and Reporting
• Ensure a professional approach when dealing with internal and external stakeholders.
• Written and verbal communication must comply with SAN Airxe2x80x99s code of conduct and should always be executed in a professional manner.
• Ensure timeous and professional response to service queries and complaints.
• Provide timeous feedback and status update on projects managed (E.g. progress reports and service logs)
• Complete job Cards, Work Orders and Attendance Reports and all related documents and ensure such documents are signed and submitted to the applicable department/s.
• Ensure site hours are correctly indicated to allow for hours on site tracking.
• Review and Monitor Reports provided by staff within your department.
• Present yourself in a professional manner upholding the reputation of the Company.

Human Resources

• Manage/supervise a team of technical personnel.
• Recruiting and hiring new employees. This includes identifying qualified candidates, conducting interviews.
• Training and developing technicians to ensure correct skillsets are present within the team. This includes providing training on new equipment and technologies, as well as on customer service skills.
• Performs and verifies Performance Evaluations on direct reports at least once a year.
• Addresses employee relations matters fairly and promptly.
• Develop and maintain a high-performing team, fostering a positive work environment and promoting teamwork.
• Assign and schedule service calls to technicians, ensuring efficient use of resources and timely completion of tasks.
• Monitor technician performance, productivity, and adherence to quality standards.
• Drives the Services and Reliability initiative focused on Preventive & Customer centric services through managing direct reports and toolbox talks.
• Must be able to work to a flexible schedule.
• Manage, coach and develop a high performing Service team that meets agreed objectives, and which delivers best practice results, added value and continuous improvement.
• Set department objectives/KPIs and review and assess ongoing performance of direct reports.
• Report on achievement of targets and identify any actions required.

Technical Expertise

• Manage Possess a strong understanding of air-conditioning systems and their components.
• Provide technical guidance and support to technicians, assisting with complex service issues and troubleshooting.
• Stay updated with industry trends, technological advancements, and best practices in airconditioning service and maintenance.
• Will be required to undergo/pass workplace medical assessments based on requirements of the job (e.g. working on heights)

Experience and Qualifications

• Grade 12 or equivalent
• Mechanical Engineering qualification is essential.
• Proven experience in a similar managerial role.
• Technical knowledge of air-conditioning systems, components, and repair techniques will be advantageous.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage and motivate a team effectively.
• Strong problem-solving and decision-making abilities.
• Customer-centric mindset with a strong focus on customer satisfaction
• Valid driver's license and clean driving record.

Computer Literacy

• Intermediate proficiency in Microsoft Office will advantageous
• Autocad proficiency is required.

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