Key Responsibilities

Quality Management

·       Develop, implement, and maintain a comprehensive Installation Quality Management System that defines and governs Tracker’s installation standards.

·       Establish and manage installation audit processes to ensure compliance with internal, regulatory, and OEM requirements.

·       Design and maintain technician quality scorecards and performance measurement frameworks.

·       Conduct regular installation audits and inspections across various installation channels.

·       Identify quality gaps, conduct root cause analyses, and implement corrective and preventative actions.

·       Define, document, communicate, and enforce installation procedures and best practices.

·       Monitor technician performance against quality benchmarks and drive continuous improvement initiatives.

·       Collaborate with Technical Training and TQM teams to ensure technicians remain certified, competent, and upskilled.

·       Develop and maintain installation quality reports, dashboards, and performance metrics.

·       Support the rollout of new products by ensuring quality standards and installation readiness are achieved.

·       Lead investigations into installation failures and quality-related escalations.

·       Benchmark Tracker’s installation quality performance against industry standards and best practices.

Financial Performance and Operational Improvement

• Drive initiatives that reduce service requests, installation defects, and repeat work.
• Minimise Product Installation Claims (PICs) through proactive quality assurance measures.
• Improve First-Time-Right installation performance across all installation channels.
• Reduce installation rework and repeat service requests through quality improvement programmes.
• Support revenue retention by ensuring installation excellence and customer satisfaction.
• Reduce warranty, insurance claims, and operational costs associated with installation failures.
• Identify and implement process improvements that enhance technician productivity and operational efficiency.
• Standardise installation procedures, tools, consumables, and methodologies nationally.
• Collaborate with SVR and technical teams to address recurring installation-related issues.

Stakeholder Management and Customer Experience

·       Partner with Product Support, TQM, Technical Training, Critical Services, IT, Stores, and Customer Services to promote quality excellence.

·       Ensure all new products undergo appropriate installation and quality testing before implementation.

·       Provide regular quality feedback and performance insights to technical teams and stakeholders.

·       Identify training requirements and contribute to technical learning programmes.

·       Work closely with internal stakeholders to ensure adherence to installation quality standards.

·       Address customer issues arising from installation quality concerns and support service recovery efforts.

·       Ensure technicians have the equipment, tools, and resources required to meet quality expectations.

·       Maintain effective working relationships with OEMs, suppliers, dealers, fitment centres, and service providers.

·       Facilitate the resolution of technical and product-related quality concerns.

People Leadership and Capability Development

·       Lead, coach, mentor, and develop the Quality Assurance team to achieve operational excellence.

·       Establish and monitor KPIs, objectives, and performance standards for QA Technicians.

·       Conduct regular performance reviews and provide continuous coaching and feedback.

·       Promote a culture of accountability, learning, innovation, and continuous improvement.

·       Identify developmental needs and support technical and leadership growth initiatives.

·       Manage workforce planning and resource allocation in line with business requirements.

·       Support change management initiatives relating to process updates and new product introductions.

·       Ensure compliance with health, safety, and regulatory requirements.

·       Drive succession planning and talent development initiatives within the team.

Financial Management and Governance

·       Manage quality-related initiatives within approved budgets and expenditure controls.

·       Evaluate the financial impact and return on investment of quality improvement programmes.

·       Monitor overtime expenditure and departmental costs within scope of responsibility.

·       Identify financial risks associated with quality failures and implement mitigation strategies.

·       Support business growth through quality-driven operational efficiencies.

·       Ensure compliance with company policies, governance standards, and regulatory requirements.

·       Maintain accurate and audit-ready quality documentation and reporting structures.

• Matric
• National Diploma in Quality Management, Engineering, Information Technology, Operations Management, or a related field (NQF 6).
• Advantageous: Certificate in Total Quality Management, ISO or Project Management Certification such as PMP, PRINCE2, Agile, or equivalent.
• Essential: Minimum 5 years' experience managing quality in a technical environment within a tracking or vehicle operational, technical, or field-based industry.
• Essential: Experience working with technicians, installations, or field service operations.
• Advantageous: Experience within fleet management, automotive, tracking, telematics, or related industries.
• Advantageous: Experience managing large-scale, multi-site, or multi-stakeholder projects.
• PSIRA Registration (minimum Grade B).
• Valid driver's licence.
• Willingness to travel to client sites as required.
• End‑to‑End Installation Project Planning and Delivery
• Client and Stakeholder Engagement
• Project Monitoring, Control, and Reporting
• Operational, Financial, and Cross‑Functional Alignment
• Governance, Compliance, and Quality Assurance

Key Competencies

• Strong planning and organisational skills
• Excellent verbal and written communication abilities
• Stakeholder management and relationship-building skills
• Strong problem-solving and decision-making capability
• Ability to manage multiple projects and priorities under pressure
• High attention to detail and commitment to quality
• Customer-focused approach
• Resilience and adaptability
• Strategic thinking and leadership capability
• Conflict resolution and negotiation skills
• Results-driven mindset
• Resource coordination and project control
• Analytical and reporting skills

Why Join Tracker?

Join a dynamic organisation where customer service excellence, innovation, collaboration, and accountability drive success. This is an exciting opportunity to contribute to strategic client projects while working alongside passionate professionals committed to delivering exceptional service and business results.

Should you not hear from us within 4 weeks, please consider your application unsuccessful.