About this role
Technical Service Manager Qualification Matric / Senior Certificate Relevant Technical Qualification Requirements 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 Duties 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.