Global Support Manager

Pronel Consultants; Pietermaritzburg; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

Pronel Consultants is seeking a Global Support Manager to own the global technical support function for an international machinery business. The role combines technical expertise with commercial insight to drive meaningful change across international operations.

You will build a world-class support function focused on improving machine uptime, customer experience and global service capabilities, while creating new efficiencies across the business.

Qualifications

• A relevant technical qualification or strong equivalent technical experience in machinery, engineering or a related field.
• Proven experience in technical support, engineering services, machinery maintenance or a similar technical environment.
• Strong technical troubleshooting and fault-finding capabilities.
• Demonstrated leadership experience, with the ability to develop teams and drive performance.
• An entrepreneurial mindset, with the initiative to build systems, challenge existing processes and implement new ideas.
• Strong commercial acumen and the ability to make decisions that improve efficiency and profitability.
• Experience in spare parts management, inventory optimisation and service operations.
• Excellent communication, analytical and problem-solving skills.
• The ability to operate strategically while understanding the practical technical challenges faced by customers and service teams.

Responsibilities

• Drive Global Strategy: Take ownership of the global technical support function, developing and implementing strategies to improve service delivery, accountability and operational performance.
• Lead and Innovate: Build, develop and empower regional technical support teams, encouraging a proactive, solutions-driven culture.
• Technical Excellence: Apply strong technical knowledge to troubleshoot complex machinery issues, identify recurring faults and improve machine reliability.
• Build Effective Systems: Establish and drive structured global support processes, case tracking, performance dashboards and measurable KPIs.
• Optimise Spare Parts: Develop a global spare parts strategy, improving availability, stockholding, inventory management and cost efficiency.
• Drive Continuous Improvement: Identify opportunities to streamline processes, reduce downtime, improve response times and enhance customer satisfaction.
• Commercial Awareness: Balance technical requirements with cost control, resource optimisation and improved business performance.
• Global Collaboration: Work closely with international teams, customers and internal stakeholders to resolve critical issues and strengthen service delivery worldwide.
• Take Ownership: Proactively identify challenges, develop practical solutions and turn opportunities into measurable improvements.

Skills

Global strategy

Team leadership

Troubleshooting

Commercial acumen

Spare parts management

Problem solving

Education

Technical qualification or engineering experience

Tools

ERP systems

Job description

Are you a technically strong, entrepreneurial leader who thrives on building and transforming operations?

An exciting opportunity exists for a Global Support Manager to take ownership of the global technical support function for an international machinery business. This is a key strategic role for someone who can combine technical expertise with commercial thinking, innovative problem-solving and the ability to drive meaningful change across international operations.

The successful candidate will be responsible for developing a world-class support function that improves machine uptime, enhances customer experience, strengthens global service capabilities and creates new efficiencies across the business.

Key Responsibilities

• Drive Global Strategy: Take ownership of the global technical support function, developing and implementing strategies to improve service delivery, accountability and operational performance.

• Lead and Innovate: Build, develop and empower regional technical support teams, encouraging a proactive, solutions-driven culture.

• Technical Excellence: Apply strong technical knowledge to troubleshoot complex machinery issues, identify recurring faults and improve machine reliability.

• Build Effective Systems: Establish and drive structured global support processes, case tracking, performance dashboards and measurable KPIs.

• Optimise Spare Parts: Develop a global spare parts strategy, improving availability, stockholding, inventory management and cost efficiency.

• Drive Continuous Improvement: Identify opportunities to streamline processes, reduce downtime, improve response times and enhance customer satisfaction.

• Commercial Awareness: Balance technical requirements with cost control, resource optimisation and improved business performance.

• Global Collaboration: Work closely with international teams, customers and internal stakeholders to resolve critical issues and strengthen service delivery worldwide.

• Take Ownership: Proactively identify challenges, develop practical solutions and turn opportunities into measurable improvements.

What We're Looking For

• A relevant technical qualification or strong equivalent technical experience in machinery, engineering or a related field.

• Proven experience in technical support, engineering services, machinery maintenance or a similar technical environment.

• Strong technical troubleshooting and fault-finding capabilities.

• Demonstrated leadership experience, with the ability to develop teams and drive performance.

• An entrepreneurial mindset, with the initiative to build systems, challenge existing processes and implement new ideas.

• Strong commercial acumen and the ability to make decisions that improve efficiency and profitability.

• Experience in spare parts management, inventory optimisation and service operations.

• Excellent communication, analytical and problem-solving skills.

• The ability to operate strategically while understanding the practical technical challenges faced by customers and service teams.

The Ideal Candidate

You are a self-starter who takes ownership, thinks beyond the day-to-day and is motivated by building something better. You combine technical credibility with business insight, have the confidence to influence at all levels and can translate a global vision into practical, measurable results.

This is an opportunity to shape and drive a global function, make a tangible business impact and take technical support to the next level.

If you have the technical capability, entrepreneurial drive and leadership vision to make it happen, we want to hear from you!