Regional Technical Manager

TopFloorZambia TopFloor Zambia

Job Purpose:

The regional technical manager is responsible for overall management and direction of all technical services functions associated with hardware and software products. The regional technical manager plays a key role in maintaining the standard of service excellence and manages a group of customer service engineers to maintain and increase customer satisfaction through high quality installation, repair, modification and preventative maintenance of equipment and software within an assigned geographical area.



Key Responsibilities:

  • Monitor the day to day performance of the division/branch
  • Supervise technicians to ensure that their KPI requirements are met
  • Manage the performance and development of staff
  • Manage divisional expenses to ensure expected contributions are realized by ensuring optimum spares utilization and productivity levels
  • Liaise with the branch manager (where applicable) and other departments on a day to day basis
  • Monitor spares stock holdings
  • Report operational achievements and progress to the national technical manager on a regular basis including statistical analysis and improvement action plans
  • Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization
  • Facilitate customer resolution for escalated calls and engage the necessary technical support
  • Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied
  • Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting and employee engagement
  • Interview and employ new technical staff
  • Build relationships with sales teams to increase support services agreements. This includes negotiating and costing services contracts
  • Deliver and exceed on all team performance targets
  • Develop and strengthen relationships with clients who have a national footprint with special SLA’s by exceeding their service expectations
  • Develop and maintain a special high-volume team and customers by exceeding the client’s service requirements i.e. permanent standby options and 24-hour service all year round
  • Ensure that high standards of the ISO are met and maintained

Desired Skills, Qualifications and Experience:

  • A recognized management degree or other relevant qualification would be an advantage
  • Knowledge of IT systems and networking would be an advantage
  • Driver’s License is mandatory
  • Minimum of 5 years’ experience in a management or supervisor function is required
  • An excellent knowledge of all service and technical related issues
  • Strong verbal and written communication skills are mandatory, must be able to converse on a senior level
  • Must be customer service orientated and believe in teamwork, collaboration, adaptability and initiative
  • Excellent interpersonal skills
  • Demonstrated leadership abilities and be achievement oriented
  • Experience in coaching and staff development is mandatory
  • Work well under pressure
  • Good motivational abilities
  • Ability to work with many cultures
  • Strong organizational skills



How to apply:

Applicants should send their resumes to [email protected] with ‘Regional Technical Manager’ as email subject before 18th September 2017. Ensure that you mention www.gozambiajobs.com as the source of this job advert.

To apply for this job email your details to info@topfloor.co.zm

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