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Technical Service Manager

Lanseria, South Africa
  • Oversee and guide all activities of the Technical Service team.

  • Supervise, manage and responsible for coaching and training of service technicians.

  • Manage workload, overtime and overall demand on labor resource planning

  • Coordinate SLA for customers.

  • Ensure team follows best practices and maintain service level agreements.

  • Monitors department issues and client complaints.

  • Develop problem management and service improvement plans.

  • Ensure customer/business, client, support, technical parties are represented in the definition and evolution of services.

  • Offer customer service.

  • Maintain customer relationships.

  • Work with sales teams.

  • Review projects, define the equipment and service scope with customer.

  • Monitor cost and overall profitability of department.

  • Work with procurement to prepare equipment PO’s, installation and parts lists, and vendor required items as well as to coordinate shipment and installation to customer site.

  • Supervise mechanical and electrical installation, monitor and enforce scope as well as manage customer expectations.

  • Supervise start-up & commissioning of the equipment.

  • Obtain inspection sign-off, customer sign-off, and monitor final invoicing preparation.

  • Formulate spare parts orders and work to have POs approved.

  • Manage the spare parts storeman and supervise issuance of spare parts.