Regional Technical Manager Job Vacancy: TopFloor Zambia – September 2017

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.