Technical Service Manager

Job Description

• A South African company that builds wireless communication systems for the security industry, specifically for monitoring home and business alarms, is seeking a Technical Service Manager who will lead the Technical Department to deliver high-quality technical support, network commissioning, repairs, and after-sales service.

Responsibilities

• Manage local and international technical support, 24/7 standby services, and emergency response teams.
• Monitor response times, service quality, and resolution rates to ensure service excellence.
• Oversee end-to-end network deployment—from planning and quotes to manufacturing coordination, commissioning, and maintenance.
• Enforce quality control standards across manufacturing, testing, and run-up operations.
• Systematically track, analyze, and report field/manufacturing faults; collaborate with R&D to eliminate recurring issues.
• Direct the Service & Repairs team to meet a 3-day repair turnaround target while minimizing waste and controlling operational costs.
• Develop and optimize departmental workflows, standard operating procedures, and inventory/stock control systems.
• Maintain the departmental risk register, protect confidential assets, and enforce security protocols.
• Resource and plan annual maintenance schedules, network upgrades, and commissioning projects.
• Manage full team lifecycle: recruitment, role definition, performance management, and corrective action.
• Design and deliver internal skills training for technicians and structured programs for external clients.
• Ensure technicians are fully equipped, compliant, and up-to-date with documentation.
• Submit weekly operational updates and present monthly performance metrics to EXCO.
• Partner with Sales, Production, Accounts, and Stores to align operational requirements.
• SLA compliance, standby response rates, and customer satisfaction scores.
• Repair Efficiency: Maintenance of 3-day turnaround time and reduction in repeat faults.
• Operational Control: Stock accuracy, quality metrics, budget adherence, and team productivity.

Minimum Requirements

• Technical: Deep background in electronic systems and network infrastructure.
• Leadership: Proven track record in team management, recruitment, and performance accountability.
• Operations: Strong expertise in quality control, process design, risk management, and inventory systems.
• Communication: High-level reporting, cross-functional collaboration, and client-facing engagement