Title
Technical Manager
Job Description
The Technical Manager position is responsible for managing a team of Hardware and Software Engineers to deliver service excellence to our customers in a cost-effective manner. Tactical, hands-on management of escalated customer support requirements as well as management of the entire team`s operational activities. The primary focus is retention and growth of service revenue through effective and efficient service level management and quality service delivery, resulting in customer satisfaction and loyalty
Key Responsibilities:
- To monitor and control District service levels provided to customers via Work Control thereby ensuring that response time parameters are achieved.
- To monitor and control material usage, including van stock holding, and identify variances and take corrective action to ensure service targets are achieved.
- To monitor downtime parameters on all clients' equipment to ensure targets and contractual obligations are achieved.
- To attend and conduct regular internal and external account review meetings to discuss and resolve customer problems thereby providing customers with a high level of satisfaction.
- To monitor performance of all technical staff on an ongoing basis, identifying weaknesses or shortfalls in skills and to implement corrective actions.
- Handle after hours duties with regard to technical standby management.
- To counsel and appraise all direct reports on a regular basis, providing support, career guidance and development opportunities, creating a skilled and motivated workforce.
- Own and manage Customer Satisfaction
- Manage quality of service delivered including parts availability , knowledge transfer and Stores logistics
- Manage SLA issues to resolution
- Manage escalation process
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Educational Qualifications:
- Matric
Professional Qualifications
- National Management Diploma
Years of Experience
- 5 years Technical Management experience
- At least 5 years experience in the IT industry
Other requirements
- P.C. literacy and Network connectivity.
- Good customer interaction skills.
- Project Management exposure would be advantageous.
- People Management – ability to motivate people to do their best, individually and as a team.
- Negotiation skills.
- Professionalism, determination, smart and savvy, open, fresh thinking.
- Frugality – management of costs.
- Passionate about Xerox brand values
Education
National Diploma: Business Management (Required), National Diploma: Operations Management (Required)
Languages
English
What We Do
Altron is a proudly South African technology group. We harness the power of data, technology and human ingenuity to solve real-world problems, from the everyday to the epic. A technology industry leader since 1965, we’re partnering with customers across all industries to help them grow, build a thriving economy and transform today into a simpler, safer and smarter tomorrow. Altron operates in six countries, employs 4,700+ people and reported revenue of ZAR 7.9bn for the 12-month period ended 28 Feb 2023.
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