Technical Service Manager

SUMMARY:
Technical Service Manager

POSITION INFO:
Qualification

• Matric / Senior Certificate
• Relevant Technical Qualification

• Strong technical background in electronic systems and network infrastructure
• Proven leadership and operational management experience
• Quality control and process improvement expertise
• Strong analytical and reporting capability
• Excellent customer engagement and communication skills
• Ability to manage risk, compliance, and cross-functional coordination
• Hands-on leader who is operationally present, performance-driven, and committed to continuous improvement in service delivery and technical excellence
• SLA compliance and response times
• Customer satisfaction metrics
• 3-day repair turnaround achievement
• Reduction in repeat faults
• Quality control performance metrics
• Stock accuracy and loss control
• Standby response compliance
• Departmental cost control and productivity

• Technical & Customer Support Leadership
• Ensure delivery of “Outstanding Customer Service” across equipment delivery, commissioning, repairs, quoting, and telephone support.
• Monitor response times, service quality, and resolution rates.
• Manage national and international customer support visits where required.
• Oversee 24-hour standby services and define reaction time standards.
• Quality Control & Fault Management
• Implement and maintain stringent quality control processes for manufacturing, testing, and run-up operations.
• Design systems to record, analyse, and report manufacturing and field faults.
• Identify recurring issues.
• Ensure defective parts are reported and returned promptly.
• Include fault and quality analysis in management reports.
• Network Commissioning & Maintenance
• Oversee planning, quoting, manufacturing coordination, commissioning, and monitoring of new networks.
• Manage routine maintenance and callouts.
• Ensure technicians are properly equipped, compliant, and submit required documentation.
• Monitor performance of Company networks and manage SMS maintenance response processes.
• Departmental Management & Process Control
• Develop, implement, and continuously improve departmental policies, procedures, and systems.
• Ensure strict compliance with approved directives for product or system changes.
• Maintain full operational oversight of daily technical activities.
• Monitor stock control systems and maintain accurate inventory records.
• Maintain a current risk register and protect confidential information.
• Service & Repairs Department Oversight
• Manage workflow and target a 3-day turnaround time on repairs.
• Control service standards, labour performance, product quality, cost efficiency, and wastage.
• Maintain a safe and secure working environment, including programmer security controls.
• Review weekly operational reports from the Service & Repairs Supervisor.
• Planning & Resource Allocation
• Plan annual maintenance, upgrades, commissioning projects, and resource allocation.
• Communicate plans effectively to management and cross-functional teams.
• Training & Development
• Conduct internal technical training and maintain up-to-date training materials.
• Provide structured customer training programs.
• Ensure continuous skills development within the department.
• Reporting & Communication
• Submit accurate weekly management reports.
• Compile and present monthly EXCO reports.
• Maintain proactive communication with Production, Sales, Accounts, and Stores.
• People Management
• Assess staffing needs and manage recruitment.
• Define and review roles and responsibilities.
• Implement performance management systems.
• Address underperformance through formal processes where necessary.