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.

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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

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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 as the source of this job advert.

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