Manager: Field Services (Limpopo, Mpumalanga)

Purpose of the Role

• To spear head and optimize field services responsible for teams and on-site merchant service delivery, including installation, configuration, support, and training, ensuring high-quality, consistent, and efficient service that maximizes device uptime, merchant satisfaction, and revenue continuity.

Job Context

Key Focus Areas

• Mobilized end to end Field Services Delivery and Installations in line with Field Services Strategy and Operational Requirements 30%
• Spear headed Field Service equipment troubleshooting, replacement and upgrades of equipment and devices 15%
• Enhanced field service operating systems and processes and software upgrades 20%
• Effective supplier and stakeholder management 15%
• Safe guarded equipment and device returns from merchants ensuring stock accountability 10%
• People Leadership, capability, and team performance 10%

Core Leadership & Behavioral Competencies

• Accuracy
• Planning and coordination
• Results oriented
• Customer focus
• Co-operation
• Leadership
• Excel in a high-pressure environment
• Situational Awareness

Technical / Proficiency Competencies

• Installation Demand Planning & Forecasting
• Diagnostic Thinking and Trouble Shooting Tool Proficiency
• Network and Internet of Things IOT Connectivity
• Software and Firmware Management
• Device Lifecycle Management Payments Hardware
• Inventory Management, Refurbishment, Dispatch to Decommissioning
• Supplier and SLA management
• Payments Industry Compliance Regulations
• Inventory, Reverse Logistics Management of Equipment, Stock and Boot Stock
• Operational Facilities and Fleet Management

Key Responsibilities

Field Services Delivery & Installations

• Mobilize end to end field service delivery and installations in line with Field Services strategy and operational requirements.
• Drive workforce capacity planning, productivity utilization, forecasting and route optimization.
• Ensure availability of equipment, devices and stock to meet SLA requirements.
• Mobilize merchant lifecycle installations in line with legislation, policies and procedures.
• Analyse performance data and drive service improvements.

Repairs, Troubleshooting & Upgrades

• Spear head provisioning of data driven planning for repairs and upgrades
• Ensure compliance with SLA's, regulations and policies
• Champion predictive and preventative maintenance
• Minimize disruption to merchant operations

Systems & Software Optimization

• Enhance operating systems and software upgrades
• Drive data-led improvements and optimization
• Ensure compliance with regulations and internal procedures
• Execute structured maintenance and lifecycle management

Stakeholder & Supplier Management

• Mobilize warehouse and dispatch coordination for equipment availability
• Collaborate with Supply Chain, Product, Sales and Operations
• Provide feedback loops on equipment and performance insights
• Manage P&L, Capex and Opex within budget

Equipment Returns & Asset Management

• Plan and manage retrieval of retired devices
• Ensure accurate recording and accountability of returned stock
• Drive asset recovery and inventory accuracy

People Leadership

• Build workforce capacity and readiness
• Drive high-performance culture and customer focus
• Ensure ongoing training and development
• Manage staffing coverage including weekends and after hours

Management Accountability

• Number of direct reports: 3
• Number of indirect reports: TBA

Qualifications & Experience

Minimum qualification

• Technical Diploma Certification in Electrical, Electronic or Mechanical Engineering or similar

Minimum job-related experience

• 4–6 years leading a business or function in field service installations within banking, fintech, mobile money or payments industry
• Strong operational leadership, problem solving, escalation handling and stakeholder management
• Experience with field service management systems and tools

Certifications

• Information Technology Infrastructure Library ITIL
• IT Certification
• OEM Certification
• Driver's License

Knowledge Requirements

Systems

• Inventory and warehouse management systems
• Device tracking and refurbishment systems

Processes

• Device lifecycle management and refurbishment processes
• Inventory control and stock management
• Reverse logistics and triaging

Products

• Payment devices, POS hardware, and refurbishment components

Compliance & Requirements

• Occupational Health and Safety Act OHSA
• Consumer Protection Act CPA
• Payment Card Industry Data Security Standard PCI DSS

Work Conditions

• Daily travel throughout the region, including remote areas
• May require national travel