Job Description

We're looking for a dynamic and experienced

Team Leader

to manage our Field Services team. In this role, you will lead a group of Systems Technicians and Engineers, ensuring high-quality technical support is delivered to our customers. You'll play a critical part in managing workload allocation, resolving escalations, and maintaining service excellence.

JOB PURPOSE

The purpose of the Team Leader role is overseeing a team of Systems Technician, Systems

Engineers, Senior Systems Engineers, and Coordinator. The team leader is responsible for dealing

with escalated incidents from internal departments, namely Service Desks, Projects, QA,

Problem Management, bringing these to resolution using sound technical knowledge. In

addition, the Team Leader act as a mediator between FS staff and the Asset Management,

handling stock related escalations. The Team Leader is responsible for driving SLA (Service Level

Agreement) conformance in teams. Furthermore, the Team Leader is responsible for collating

monthly SLA conformance data for their region. The Team Leader is tasked with ensuring

projects are completed within budgetary constraints and within the defined scope of work.

Moreover, the Team Leader is responsible for leading corrective guidance efforts with Systems

Technician, Systems Engineers, Senior Systems Engineers, and Coordinators, realigning

incumbent to company policies and procedure. In addition to this the Team leader is tasked

with leading training and mentorship efforts. Finally, the Team Leader is the is charged with

completing all his assigned duties whilst adhering to HSSE (Health Safety Security Environment)

policies

KEY RESPONSIBILITIES

STAFF DEVELOPMENT AND MANAGEMENT (20%)

o Oversee the daily duties of the Systems Technician, Engineer, and Senior Engineers.

o Participate in the assessing of Systems Technician, Engineer, and Senior Engineers during

probation periods.

o Meaningfully contribute to KPI reviews for systems Technician, Engineer, and Senior

Engineers during probation periods.

o Collaborate with Costal Supervisor to manage staff leave in alignment with resource

planning.

o Schedule and conclude structured feedback sessions to address performance issues.

o Utilize existing material for targeted training initiatives to address skill gaps amongst staff.

o Actively promote and encourage participation in training sessions.

o Keep an updated record of staff skills and qualifications, comparing staff against

internal skills matrix to identify training needs.

o Ensure staff meet required technical proficiency standards.

o Regularly evaluate and report on staff performance metrics.

o Reward outstanding performance with immediate recognition and spot bonuses or

TOAs.

o Efficiently allocate resources and report on their utilization.

o Align Satellite Technician deployment with overarching company goals.

o Complie daily overtime reports and manage the daily standby roster.

o Routinely schedule and lead staff meetings.

HEALTH, SAFETY, SECURITY, AND ENVIRONMENT (20%)

o Regularly audit operations to ensure compliance with HSSE standards.

o Perform routine site visits or observations to identify and mitigate potential hazards,

ensure HSSE standards are adhered to by Systems Technicians, Engineer and Senior

Engineers.

o Foster a culture that prioritizes reporting and addressing 'near misses' and incidents.

o Ensure strict adherence to tool and PPE standards.

o Maintain comprehensive and compliant safety file.

ADMINISTRATION AND REPORTING (10%)

o Regularly validate petty cash and credit card purchases to verify alignment with finance

policy and that necessary approvals are in place.

o Track and validate overtime incurrence to ensure it is justified and necessary.

o Ensure accuracy and compliance in travel reporting thought the validation of travel

logs.

o Routinely monitor and report on driver performance and behaviour using data recived

form fleet.

o Uphold high standards in both written and verbal communications.

o Ensure administrative tasks relating to checklist, photo forms ect. meet quality standards

o Regularly audit boot stock levels and address related queries, mediate relationship

between AM (Asset Management) and the Systems Technician, Engineer as well as

Senior Engineer.

o Enforce strict adherence to stock management protocols.

o Oversee the organisation and management of staging or stock collection and

defective item warehousing. Act as a point of escalation for stock collection issue and

the return of faulty stock.

o Enforce requirement for Systems Technicians, Engineer and Senior Engineers to

complete routine vehicle, PPE and tool checks.

o Driving adherence to Problem Management escalation process.

o Regularly audit vehicles to ensure they meet safety and operational standards.

o Conduct routine audits of tools and PPE for compliance.

o Enforce uniform standards among reporting staff.

o Provide updates to team on the availability and condition of tools and PPE; providing

line of sight to the supervisor.

OPERATIONAL AND TECHNICAL SERVICES MANAGEMENT (15%)

o Generate daily reports to summarize operational activities including but not limited to

call volumes, overtime, call status etc.

o Ensure smooth transitions between shifts by adhering to handover protocols.

o Maintain reasonable knowledge on Stowe supported products and services.

o Uphold and advocate for company-wide blueprint standards.

o Ensure consistency in hardware setup, configuration and imaging.

o Forecast resource needs based on anticipated workloads.

o Facilitate resolutions to cross-departmental issues.

o Manage and escalate incidents as necessary to resolve issues promptly.

o Drive adherence towards ETA standards as agreed to, with the FS Coordinator.

o Conduct regular audits to ascertain the quality of work of the Systems Technician,

Engineer, Senior Engineer and Coordinator. Move over, ensure internal quality standards

are met and address persisting quality issues.

o Oversee preventative maintenance efforts, paying care attention to site determined

cycles.

MAINTENANCE OVERSIGHT (15%)

o Monitor and ensure adherence and conformance to Service Level Agreements (SLAs).

o Conduct a thorough Investigate to address missed SLAs. Furthermore, complete root

cause analysis and provide mitigation.

o Actively, identify and mitigate risks that may impact SLA fulfillment.

o Effectively manage escalations to resolve issues efficiently.

o Document and report incidents to facilitate analysis and prevention.

o Review and validate service calls to improve service quality.

o Adherence to OSR (On Site Service Request) Incident Management Process

PROJECTS OVERSIGHT (15%)

o Provide daily upward feedback to the Projects Department, ensuring adherence to

internal reporting standards and timelines.

o Ensure projects are completed within the allocated timeframes.

o Manage project-related escalations effectively and follow through on corrective action

ensuring escalation is brought to resolution.

o Report any project incidents to prevent recurrence. In addition provided documented

root cause analysis, corrective measure taken and outline established mitigation.

o Conducting Lessons Learnt and Service Improvement Analysis

o Conduct Lessons Learnt to analyse completed projects to identify service improvement

opportunities.

POLICIES AND PROCEDURES (5%)

o Understand and drive adherence to FS policies.

o Understand, drive and enforces compliance with HSSE policies and procdures.

o Keep abreast with changes to FS SOP and drive compliance.

o Display sound understanding of adhoc, upliftment rules, SLA matrices, blueprint

standards and customer rulebooks. Moreover, lead efforts to ensure compliance to

internal procedure and contractual obligations.

o Effectively drive compliance to internal policies and procedures including but not

limited ot the leave policy and travel policy.

COMPENTENCIES / SKILLS REQUIRED

o Attention to detail.

o Mentoring and coaching

o Report writing

o Remote diagnostics

o Remote support

o Prioritising

o Initiatives and Self-motivation

o Interpersonal relationships

o Professionalism

o Good written and verbal Communication skills

o Good time-management

o Technical skills

MINIMUM REQUIREMENTS

o 5 Years plus at least 2-3 years Supervisory Capacity

o CompTIA A+ and N+, relevant IT Diploma/ Degree

o Networking experience is preferred

Must have experience with installations & maintenance of POS systems.

o Valid SA ID

o Valid SA driver's License

o Valid SA Passport

Job Type: Full-time

Work Location: In person