Technical Support, Training and Operations Coordinator

Job Advert Summary

This position manages and supports InstallerNet SA's in-house installers and third-party contractor installers. The role trains installers in the field, conducts audits and quality checks, manages hardware, consumables and the administration and compliance documents of all installers and contractors, and provides technical support on all solutions and suppliers that InstallerNet SA works with.

The position works between the scheduling team, in-house installers and contractors to plan the timing of jobs and projects and to manage the installers allocated to them.

The employee sets the standard for all installation documents, screens all installation reports and job cards from the field, creates installation manuals and solutions with suppliers' hardware, and is responsible for reporting, QC reports, auditing and fault finding. The employee monitors the testing groups for issues, introduces new processes and procedures, and supports the use and improvement of InstallerNet SA's in-house scheduling and field service system.

Minimum Requirements

5 to 10 years of installation experience across multiple fleet types and sizes, with multiple solutions.

Must have working knowledge of GPS units, dash cams, MDVRs and CAN.

Valid driver's licence and own vehicle.

Valid passport.

Police clearance.

Valid medical (health) certificate.

Computer and reporting skills.

Relevant certificates, including health and safety.

Key Performance Indicators (KPIs)

The employee will be measured on:

• Auditing completed.

• Work quality managed.

• Fewer claims of poor workmanship.

• Lower expense on vehicle wear and tear.

• Lower fuel usage.

• Number of jobs per person per day.

• Least overtime claimed.

• Quickest turnaround time.

• Most installer knowledge, with the least remote support required

General Performance Expectations

The employee is expected to:

Provide reliable, professional and timely technical and operational support. Communicate effectively with internal teams, installers, contractors, suppliers and management. Deliver training clearly and consistently. Maintain installation quality through regular audits, QC and accurate reporting. Promote accurate job card administration and compliance with company procedures. Assist in maintaining the availability of hardware, consumables and

Duties & Responsibilities

Key Duties and Responsibilities

Installer and Contractor Management
Act as the main technical and operational point of contact for in-house installers and third-party contractors. Monitor performance, workmanship and adherence to company standards, and manage discipline with guidance from the Installation Manager. Interview, assess and hire installers, and assist with technical assessments of other employees when required, keeping all recruitment information confidential.

Administration and Compliance
Together with the InstallerNet SA administrator, keep all installer and contractor documentation current, including driver’s licences, passports and health and safety records. Ensure vehicle checks, services and damage reports are up to date, and check field staff tools regularly.

Scheduling and Job Coordination
Work with the scheduling team leaders on job and project planning, timing and installer allocation. Identify potential delays, including stock and resource constraints, and communicate them to the relevant parties.

Training and Onboarding
Onboard and train new and existing installers and contractors in the field on company procedures, systems, installation standards and products. Conduct online technical and job card training for third-party technicians and external personnel, with follow-up support. Identify training needs and recommend further training where necessary.

Supplier Solutions and Technical Support
Work with external suppliers and maintain working knowledge of their products, solutions and installation requirements, including building solutions using supplier hardware. Provide technical support and fault finding to installers, contractors, schedulers and management, escalating complex matters as needed. Provide weekend and after-hours support when operationally required.

Quality Control, Job Cards and Reporting
Set the standard for installation reports and job cards (structure, required photos and comments), screen all submissions against it, and act where standards are not met. Conduct installation audits and quality checks, compile QC, audit and KPI reports per installer, and help implement corrective measures for recurring issues. Monitor testing groups to identify and address quality issues, without managing them day to day.

Hardware, Tools and Stock
Manage the issuing, tracking, returns and records of hardware, tools and consumables for in-house installers. Manage stock and repair stock weekly and monthly, support schedulers with stock for jobs and shipping, and communicate shortages and replenishment needs.

Processes, Systems and Improvement
Create installation manuals for each solution and introduce and maintain processes and procedures that support consistent quality. Support staff in using the in-house scheduling and field service system, and report and help resolve system issues with the developers. Recommend business improvements.

General
Perform other reasonably related technical, training, administrative and operational duties as assigned. Maintain professional relationships with all stakeholders and comply with company policies, health and safety requirements and technical standards.