Field Service Engineer Team Leader

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Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

Old Mutual Insure is looking for a forward-thinking Field Service Engineer Team Leader who will be responsible for providing an end user support service, serving as an expert in troubleshooting complex issues, and providing technical development and guidance for the Field Service Engineer Support Team. The Field Service Engineer Team Leader is also responsible for assisting the Client Service Manager in the day-to-day operations of the Field Service Engineers, focusing on incident management, request fulfilment, provisioning, maintenance, and break/fix management. Ensuring an effective and efficient IT support level is provided within the field service engineer support environment for resolving IT-related issues or problems. This position will confirm all SOPs for the Field Service Engineer Team are followed, and our customers are receiving resolutions to their issues in a timely fashion.

Lead and support the Field Service Engineer Team. Implement and maintain policies, procedures, and programs to support the end users if the Old Mutual Insure group of companies.

• Responsible for providing onsite service and support, act as a mobile field service engineer Team leader on assigned open tickets.
• Maintain, service, and repair all equipment within the organization.
• Install and validate the entire range of specialized equipment.
• Implement scheduled maintenance, calibrations and troubleshooting on various equipment.
• Escalate technical problems following the escalation processes and tools of the company, utilizing the prescribed escalation processes to resolve customer service delivery issues and analyzing the root causes that will lead to effective problem solving.
• Provide technical assistance to assigned field service engineer calls within timescales as specified by SLA.
• Effectively investigate and rectify faults reported by end users.
• Perform routine maintenance and modifications/updated as required.
• Develop and maintain local network in ways that optimize performance.
• Identify computer or network equipment shortages and place orders.
• Ensure security and privacy of networks and computer systems.
• Set up workstations with computers and necessary peripheral devices.
• Install and configure appropriate software and functions according to specifications.

Continuous improvement to ensure effective service

• Ensure adherence to organisational policies, practices and procedures.
• Identify solutions to enhance cost effectiveness and increase operational efficiency.
• Streamline and integrate existing business processes and systems
• Keep abreast of market trends and business development opportunities
• Identify needs and develop business cases for Specialty business based on market opportunities
• Create collaborative relationships with other departments to determine internal and external process improvements designed to enhance the customer experience and value
• Optimise departmental performance through targeted business intelligence to ensure that it becomes the primary way of driving performance and execution

Service delivery to ensure customer satisfaction

• Maintain service, quality and desired outputs across the business process by ensuring compliance to tactical policies, procedures and standards.
• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.

Experience, knowledge & skills required

• Grade 12
• MSCE / MCIPT
• Degree/Diploma in Information Technology advantageous.
• 3 – 5 years’ experience in Field Service Engineering/Technician role.

The Recruitment process:

• TA Interview: This will be a discussion with a member of the TA Team to give you an understanding of our business, our culture & values and more context on the role. It will also allow up the opportunity to get to know you a little better, and ensure OMI can meet your needs
• Panel Interview: This will be with 2 members of the senior leadership team
• Technical & Psychometric Assessments: These will depend on the role and will sometimes happen concurrently with MIE & Internal Verification
• Final Feedback

All About OMI:

[https://www.oldmutual.co.za/about/old-mutual-insure/>

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Skills

Education

Bachelor Commerce: Information Technology (Required)

Closing Date

12 July 2024

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutual’s Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.

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