Technical & Operations Service Centre Manager

Introduction

We are seeking an experienced, technically strong and operationally driven Technical & Operations Service Centre Manager to take ownership of the technical and operational performance of our National & International Service Centres.

The successful candidate will be responsible for repair operations, technician management, technical standards, repair turnaround, SLA performance, quality control, spare-parts utilisation, repair costs, technical training, new-product readiness and recurring product-failure resolution .

This is a hands-on leadership position requiring someone who can move confidently between the repair floor and operational data , converting technical and operational information into practical actions that improve quality, turnaround and Service Centre efficiency.

Duties & Responsibilities

Service Centre Operations

•Manage the complete operational repair workflow in 9 Service Centres .

•Monitor WIP, ageing, repair turnaround and operational bottlenecks.

•Prioritise urgent, aged and escalated repairs.

•Coordinate repair activities across Technical, Administration, Inventory and Logistics.

•Drive Service Centre operational and SLA performance.

Technical Leadership

•Provide technical leadership to the technician team.

•Establish consistent diagnostic, repair and testing standards.

•Assist with complex and escalated technical failures.

•Improve diagnostic accuracy and repair quality.

•Develop standard repair procedures for known faults.

Technical Training & New Product Readiness

•Own technical training and competency development for Service Centre technicians.

•Assess new product listings and determine technical training requirements.

•Arrange technical training for newly listed products, including diagnosis, disassembly, repair, component identification and testing requirements.

•Coordinate practical technical training and product workshops.

•Arrange and conduct competency assessments following technical training.

•Maintain technician competency and skills matrices.

•Identify technical knowledge gaps and arrange appropriate refresher training.

•Ensure technicians are technically prepared to support new products entering the repair environment.

Recurring Failure Analysis & Technical Resolution

•Monitor ongoing repair data to identify recurring and emerging product failures.

•Analyse failure trends by product, model, fault and component.

•Coordinate root-cause analysis on recurring failures.

•Establish technical resolutions and standard repair procedures for identified recurring faults.

•Communicate approved resolutions to technicians and relevant Service Centres.

•Arrange targeted technical training when new fault resolutions are introduced.

•Monitor subsequent repairs to determine the effectiveness of corrective actions

•Maintain technical knowledge covering known faults, diagnostic procedures and approved resolutions.

Technician Management

•Manage technician workload, productivity and workshop capacity.

•Allocate work according to workload and technical capability.

•Identify skills gaps and development requirements.

•Monitor excessive repair times, repeat repairs and technical quality.

•Promote technical knowledge sharing across the team.

Quality & First-Time Fix

•Maintain Service Centre QC standards.

•Improve first time-fix performance.

•Reduce repeat repairs and incorrect diagnoses.

•Investigate QC failures and recurring technical problems.

•Introduce corrective actions where required.

Spares & Repair Cost Management

• Monitor spare-parts requirements and availability.

•Identify spares shortages affecting repair turnaround.

•Support forecasting based on repair and product-failure trends.

•Monitor abnormal spare consumption.

•Review excessive repair costs.

•Support technically and commercially appropriate repair-versus-replacement decisions.

Performance & Continuous Improvement

•Drive improvement across

➢Repair turnaround, LA performance, Aged WIP, Repair throughput, Technician productivity, First-time-fix rate, repeat repairs, QC failures, Spare-parts availability and utilisation, Repair cost, No Fault Found trends, Product and component failure trends, technical training and competency

Desired Experience & Qualification

Level of Education

• Grade 12 / Matric & Relevant technical qualification in Electrical, Electronics, Small Appliances, Engineering or a related technical discipline.

Skills & Experience

•Proven experience in a technical repair, Service Centre, workshop or after-sales environment.

•Previous technical management experience.

•Strong fault-finding and diagnostic ability.

•Experience training, coaching or developing technical personnel.

•Strong understanding of repair workflow and workshop operations.

•Understanding of spare-parts and inventory management.

•Strong analytical and problem-solving skills.

•Strong Microsoft Excel and general systems capability.

•Ability to analyse repair information and identify technical and operational trends.

•Strong communication and cross-functional coordination skills.

•Experience with small domestic appliances or similar consumer products would be advantageous.

Competencies

•Technical leadership

•Fault diagnosis

•Root-cause analysis

•Training and technical knowledge transfer

•Operational management

•People leadership

•Problem solving

•Analytical thinking

•Quality management

•Planning and prioritisation

•Cost awareness

•Continuous improvement

•Accountability

•Decision-making under pressure

Package & Remuneration

CTC R42 000