Job Description

Daily Routine Activities

  • Daily communication to Technicians to reinforce the safety culture. Aggressively engage in any and all safety incident investigations. Create actions / communications to avoid future recordable Injuries.

  • Support the completion of active SRs and activities not completed. Help remove barriers for completion as required.

  • L&M - Daily WIP & Billing (Drive linear billing throughout the month). Approve all L&M quotes above set thresholds.

  • L&M - Monitor L&M Compliance (i.e. Labor Discounts, Parts Discounts, Quoted & Secured GM% etc.)

  • PSA - Review estimated vs. actual SSV hours. Review PSA Renewals Margin Expansion.

  • Address any external and internal Customer Satisfaction issues that have arisen.

  • Review outstanding A/R balance with SDM (CSA) and discuss action plans for delinquent customers.

  • Monitor Team Schedule to ensure all Technicians have scheduled activities for the next day; adjust workforce as required.

    • Weekly Routine Activities

  • Follow daily rountine activities.

  • Approve time and expense report submissions. Address Time Sheets that have not been submitted or approved.

  • Perform Customer Touchpoint Activities & job site visits (3-5 customers per week).

  • Assist in finalizing all PSA bookings (new & renewal). Review all new PSA sales opportunity cost & scope estimates before Sales presents proposal. Complete Exit Process for all non-renewing PSAs.

  • Follow-up on open L&M and PSA quotes/opportunities for the following month.

  • Lead weekly meeting with TTL, SDM (CSA), SDA (CSAA) to review L&M pipeline activity and balance of SSV planned.

  • Identify performance gaps, define actions to address and fortnightly review on progress.

  • Analyze manpower needs for TBSV business. Review technician utilization & provide monthly Labor & L&M projections.

  • Fortnightly recruitment and retention reviews.

  • Set & Monitor goals for customer account GM delivery.

    • Business reports required for SAMs to carry out Daily/Weekly/Monthly routine tasks:

    Financial reports:

    (i) PSA and L&M Revenue, GM, GM%, PSA Backlog.

    (ii) Open WIP to monitor progress SDA is making with daily invoicing.

    (iii) Exception report (AP, AR, Conracts on hold, etc.)

    (iv) Monthly recovery report.

    Sales reports: L&M pipeline and quotation summary, On-time PSA renewal report.

    Customer Satisfaction reports: Days to Invoice, SSV on time, NPS.

    Labor management reports: Chargeable vs. Non-chargeable L&M hours.

    Labor management reports: T&E reports, SSV estimated vs. actual, SSV manpower.

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