Basil Claassens
Field Service Operation Manager
Gauteng
Summary
Highly experienced field service manager with a proven track record of over 25 years in the field. Successfully led technical teams of up to 19 individuals for more than 14 years, managing in-house projects both technically and financially while ensuring timely delivery. Focus on providing support, mentorship, and exceeding targets. Strong background in budget management, administrative success, and improving reporting/tracking systems with limited resources. Excellent organization and commitment to managing multiple teams and systems. Quick learner and adaptable individual. Ideal candidate for success in the position of Field Service Operation Manager.
Overview
29
29
years of professional experience
9
9
years of post-secondary education
3
3
Languages
Work History
Installations and Commercial Sales Manager
STM
Midrand
01.2014 - 11.2024
- Company Overview: Satellite Broadcast Company
- Installations team management (all duties) initially 19 individuals
- Monthly reports, team KPA’s, performance management for entire team
- Commercial subscription sales (Able to increase income by over 100%)
- Commercial account management and support (All Key accounts)
- Installation scoping and implementation in all areas
- Technical advice to the business
- Satellite Broadcast Company
- Language Dubbing team co-ordinator
- Developed strategic initiatives based upon company objectives aimed at accelerating growth.
- Ensured client retention and increased repeat business by maintaining regular communication with existing customers to assess satisfaction levels and identify additional sales opportunities.
- Achieved sales targets consistently, demonstrating a strong commitment to company goals and objectives.
- Prepared sales presentations for clients showing success and credibility of products.
Business Owner
AV SAT Solutions
Gauteng
06.2011 - 08.2014
- Company Overview: AV, CCTV & Satellite installations Business
- All business duties, including:
- Administration of bookings, sales, financial, stock control and ordering and tools maintenance
- Installations of residential and commercial clients
- Staff management and performance tracking
- Client Service and support
- AV, CCTV & Satellite installations Business
- Established strong customer relationships through excellent communication and attentive service.
- Conducted market research to inform product development decisions and identify potential growth areas.
- Developed a high-performing team through effective recruitment, training, and performance management.
- Built robust network of industry contacts, leveraging relationships for strategic partnerships and opportunities.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
Installations Manager
TopTV
Woodmead
01.2010 - 03.2011
- Company Overview: Satellite Broadcast Company
- Pre-Launch process mapping, including:
- Sales to activation processes
- Logistical map for equipment CPE distribution
- CRM interaction for business systems integration
- Installation process mapping
- Installer Certification process
- Project Critical Success Factor mapping
- Emerging Markets strategy plan
- Business requirements for Installations
- Roll-out of complete installations process
- Ensure informed and trained installers on the Sirius 4 broadcast platform
- Ensure installations process success for launch
- Integration of launch processes into operational requirements
- Satellite Broadcast Company
- Being involved in the initial process mapping and process management affords me the opportunity to display my talents as an expert in the Terrestrial and Satellite Broadcasting arena as well as their respective related industries
- I was instrumental in the successful launch of the TopTV product and specifically the installations process
- Directed teams in installation, testing, start-up and system commissioning tasks.
- Led negotiations with suppliers to secure better pricing, reducing project costs.
- Enhanced customer satisfaction by efficiently managing installation projects and ensuring timely completion.
- Conducted post-installation reviews to identify areas for improvement and apply lessons learned to future projects.
- Communicated effectively with stakeholders, maintaining transparency throughout the project lifecycle.
Installations Manager
Telkom Media
Centurion
01.2008 - 12.2009
- Company Overview: (Pty) LTD (Later Super 5 Media or Shengzen)
- Pre-Launch process mapping, including:
- Sales to activation processes
- Logistical map for equipment CPE distribution
- CRM interaction for business systems integration
- Installation process mapping
- Installer Certification process
- Project Critical Success Factor mapping
- Emerging Markets strategy plan
- Integrated multiplay products and processes
- Business requirements for Installations
- (Pty) LTD (Later Super 5 Media or Shengzen)
- Being involved in the initial process mapping and process management affords me the opportunity to display my talents as an expert in the Terrestrial and Satellite as well as their respective related industries
- Streamlined installation processes for increased productivity and reduced project timelines.
Field Service Reception Systems Technician
Multichoice Africa
Randburg
09.1999 - 11.2007
- Company Overview: SMS
- Customer assistance with Technical problems on Analogue (Terrestrial), Digital (Satellite) and home Audio/Video equipment
- Quality Assurance for installers
- Technical Training – Installers and SA Operations
- Accreditation of Installers
- Equipment testing and supplier interfacing
- RF/IF/CATV (QPSK) Distribution Systems design
- Design and implement training modules for Africa Installers
- Plan and implement Accreditation Criteria and Accreditation Contract negotiations
- Manage 50+ installers on quality, training and CRM
- Administrative work
- Projects – Very active in this area
- Received accolades from BTD (Broadcast Technical Division) and SA OPS for Extraordinary service delivery in the Dual View Project
- Ensured compliance with industry regulations by meticulously documenting system changes and maintaining audit trails.
- Submitted daily paperwork to record completed jobs and related information.
- Conducted routine maintenance tasks to prolong the lifespan of hardware components and minimize repair costs.
- Hooked up systems to specified panel mountings of particular devices.
- Championed internal training programs aimed at boosting staff proficiency in core IT competencies, fostering an environment conducive for continuous learning.
- Contributed to cost savings by identifying and decommissioning underutilized hardware and software assets.
- Installed and wired system devices using standard product setup and electrical knowledge.
- Used multimeters for volt and OHM readings and circuit analysis.
- Modified, maintained, or repaired electronics equipment or systems to achieve proper functioning.
- Worked to create safe, low-cost and dependable designs.
- Trained new system users and employees in classroom type sessions to promote useful system knowledge and operations expertise.
- Interpreted test information to resolve design-related problems.
After Hours Contact Centre Consultant
Investec Bank Limited
Sandton
07.1999 - 02.2007
- Client Service for Private Bank Products, Including:
- PVB account, CMA account and Lending Services
- Technical advice and support for the PVB internet account holders
- Account information, Dividends program
- After hours Insurance and Travel information
- Performed Administration
- Online banking transfers and account management for clients
Customer Service Representative & Supervisor
Multichoice DStv
Randburg
12.1995 - 09.1999
- Company Overview: (MCA)
- Client Service for DStv and MNet products
- Technical advice, Billing, Products and installation advice
- Programming queries, transmission information
- DBC, and basic computer work
- (MCA)
- Promoted to Weekend Supervisor
- Positive feedback from internal and external clients
- Compiled the first Digital Satellite TV training manual ever used for training of CSR’s in the MultiChoice company
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Some College (No Degree) - Electronic Engineering
Pretoria Technikon
Pretoria 01.1994 - 11.1994
Some College (No Degree) - B.Sc. (Bachelor of Science)
University of Pretoria
Pretoria 01.1991 - 11.1993
High School Diploma -
Hoërskool Klerksdorp
Klerksdorp 01.1982 - 11.1986
Skills
Robust interpersonal communication skills
Capacity to lead and motivate others through collaboration
Excellent written communication skills
Measure and ensure performance targets are reached
Compliance management
Performance reviews
Team management and optimisation
Project management and execution
Strong analytical skills
Strong coaching / training and mentor skills
Business strategy development
Service delivery coordination
Military Service
2 Years (1988 – 1989), Personnel Corpse – Voortrekkerhoogte, Basic Training, Junior Leadership Course, Captain, Became Sports Officer at Army HQ
Qualificationsandtraining
Noltrix PV Training Academy, Certified PV Installer Certificate (SAPVIA Green Card), Courses in physical instruction, People Skills training, Selling Techniques & Marketing, General Management Skills, MS Word; MS Excel, SAP systems training, 7 Habits of Highly effective people, Foundation Management Skills 1 & 2, All training provided by MCSMS (MultiChoice Subscriber Management Services), Project Management and Project Financial management, Pretoria Technikon, Electronic Engineering, Electronic Engineering 1, Mathematics 1, Communications 1, Computer Skills 1, Electronics 1, Digital Systems 1, University of Pretoria, B.Sc. 1, Chemistry 112, Physics 112, Mathematics 111, Biology 111, Hoërskool Klerksdorp, National Senior Certificate (Matric), Afrikaans 1st Language (HG), English 2nd Language (HG), Mathematics (HG), Physical Science (HG), Biology (HG), Accounting (HG)
Culturalawards
- Gold Certificate, Debating, 1985
- Gold Certificate, Drama, 1985
- Team Scroll, Cadet Orchestra (Trumpet), 1982 – 1986
- Team Scroll, Revue Orchestra (Guitar), 1984 – 1986
- Completed Unisa Gr.5, Piano
- Completed Unisa Gr.2, Classic Guitar
Leadershippositions
- Rugby Captain (3 years)
- Team Leader
- Student Council
- Monitor (School Residence)
Sportingprofile - Achievements
- Provincial Colours in Powerlifting, 1987, Western Transvaal
- Provincial Colours in Powerlifting, 1988, Defence
- Broke six SA Junior/Teenage records in Powerlifting, 1987 – 1989
- Provincial Colours in Bodybuilding, 1991, 4th at SA Novice Championships
- National Champion – Powerlifting, 1988, 90kg division
- National Category Champion – Powerlifting, 1988, 90kgs and over
Workexperienceyears
38
Personal Information
- Health Status: Exceptional (Tremendously fit and active)
- Criminal Record: None
- Driving License: EB0 – Passenger Vehicles & LCV’s, A0 – Large capacity Motorcycle
- Marital Status: Married
- Religion: Christian
Health and fitness conscious
Exercise daily for my own health. Sober and healthy eating and drinking habits. You only have one body!
Timeline
Installations and Commercial Sales Manager
STM
01.2014 - 11.2024
Business Owner
AV SAT Solutions
06.2011 - 08.2014
Installations Manager
TopTV
01.2010 - 03.2011
Installations Manager
Telkom Media
01.2008 - 12.2009
Field Service Reception Systems Technician
Multichoice Africa
09.1999 - 11.2007
After Hours Contact Centre Consultant
Investec Bank Limited
07.1999 - 02.2007
Customer Service Representative & Supervisor
Multichoice DStv
12.1995 - 09.1999
Some College (No Degree) - Electronic Engineering
Pretoria Technikon
01.1994 - 11.1994
Some College (No Degree) - B.Sc. (Bachelor of Science)
University of Pretoria
01.1991 - 11.1993
High School Diploma -
Hoërskool Klerksdorp
01.1982 - 11.1986