Technical Service Manager

The Globevest Group; Gauteng; On-site; ZAR 700,000 - 1,000,000; Full time

Job summary

The Globevest Group seeks a Technical Service Manager to lead the Technical Department, delivering high-quality technical support, network commissioning, repairs, and after-sales service from their Edenvale base in Gauteng. The role focuses on SLA compliance, performance improvements, and customer satisfaction.

Candidate should bring a strong technical background in electronic systems and network infrastructure, plus 3+ years in a similar managerial role and proven leadership.

Qualifications

• Minimum of 3 years' experience in a similar managerial role.
• Strong technical background in electronic systems and network infrastructure.
• Proven leadership and operational management experience.
• Quality control and process improvement expertise.
• Strong analytical and reporting capability.
• Excellent customer engagement and communication skills.
• Ability to manage risk, compliance, and cross-functional coordination.

Responsibilities

• Lead and manage the Technical Department to ensure high-quality technical support, network commissioning, repairs, and after-sales service.
• Ensure compliance with SLAs and contractual obligations, and drive continuous system performance improvements.
• Oversee Technical & Customer Support Leadership, including service delivery, response times, and satisfaction metrics.
• Oversee Quality Control, fault management, and reporting in management reviews.
• Plan resources, maintenance, upgrades, and project deployments for networks and services.
• Develop and enforce departmental policies, procedures, and risk management processes.
• Provide training and development within the department and maintain up-to-date materials.

Skills

Leadership

Network infrastructure

Quality control

Analytics & reporting

Customer engagement

Risk & compliance

Technical background

Education

Matric

Degree preferred

Job description

Our client is an electronic communications manufacturer and supplier based in Edenvale and they are looking for a Technical Service Manager to join their team as soon as possible.

JOB DESCRIPTION / PURPOSE:

The Technical Service Manager is responsible for leading and managing the Technical Department to ensure the delivery of high-quality technical support, network commissioning, repairs, and after-sales service.

The role is accountable for compliance with SLAs and contractual obligations, continuous system performance improvement, and measurable enhancements in customer satisfaction.

MAIN DUTIES & RESPONSIBILITIES:

Technical & Customer Support Leadership

• Ensure delivery of Outstanding Customer Service across equipment delivery, commissioning, repairs, quoting, and telephone support.
• Monitor response times, service quality, and resolution rates.
• Manage national and international customer support visits where required.
• Oversee 24-hour standby services and define reaction time standards.

Quality Control & Fault Management

• Implement and maintain stringent quality control processes for manufacturing, testing, and run-up operations.
• Design systems to record, analyse, and report manufacturing and field faults.
• Identify recurring issues and communicate findings to R&D.
• Ensure defective parts are reported and returned promptly.
• Include fault and quality analysis in management reports.
• Oversee planning, quoting, manufacturing coordination, commissioning, and monitoring of new networks.
• Manage routine maintenance and callouts.
• Ensure technicians are properly equipped, compliant, and submit required documentation.
• Monitor performance of RDC networks and manage SMS maintenance response processes.

Departmental Management & Process Control

• Develop, implement, and continuously improve departmental policies, procedures, and systems.
• Ensure strict compliance with approved directives for product or system changes.
• Maintain full operational oversight of daily technical activities.
• Monitor stock control systems and maintain accurate inventory records.
• Maintain a current risk register and protect confidential information.
• Manage workflow and target a 3-day turnaround time on repairs.
• Control service standards, labour performance, product quality, cost efficiency, and wastage.
• Maintain a safe and secure working environment, including programmer security controls.
• Review weekly operational reports from the Service & Repairs Supervisor.

Planning & Resource Allocation

• Plan annual maintenance, upgrades, commissioning projects, and resource allocation.
• Communicate plans effectively to management and cross-functional teams.

Training & Development

• Conduct internal technical training and maintain up-to-date training materials.
• Provide structured customer training programs.
• Ensure continuous skills development within the department.

Reporting & Communication

• Submit accurate weekly management reports.
• Compile and present monthly EXCO reports.
• Maintain proactive communication with Production, Sales, Accounts, and Stores.

People Management

• Assess staffing needs and manage recruitment.
• Define and review roles and responsibilities.
• Address underperformance through formal processes where necessary.

EDUCATIONAL REQUIREMENTS:

• Matric
• Degree preferred (Business / Engineering / Tech) or equivalent proven performance (beneficial)

EXPERIENCE AND SKILLS REQUIRED:

• Minimum of 3 years' experience in a similar managerial role
• Strong technical background in electronic systems and network infrastructure
• Proven leadership and operational management experience
• Quality control and process improvement expertise
• Strong analytical and reporting capability
• Excellent customer engagement and communication skills
• Ability to manage risk, compliance, and cross-functional coordination

POPIA NOTICE

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• We may retain your personal information in our database for future employment opportunities and matching purposes.
• We may contact you should a suitable position become available.
• The information you have provided is true, correct, and up to date.

We endeavour to respond to all applications. However, if you do not hear from us within 14 days, please consider your application unsuccessful.