Job Description :
The District Technical Manager Mono Production position is responsible for managing a team of Hardware and Software Engineers to deliver service excellence to our customers in a cost effective manner.
Tactical, hands-on management of escalated customer support requirements as well as management of the entire team s operational activities.
The primary focus is retention and growth of service revenue through effective and efficient service level management and quality service delivery resulting in customer satisfaction and loyalty.
Monitor and control District service levels provided to customers via Command Centre thereby ensuring that response time parameters are achieved.
To monitor and control material usage, including Van Stock holding and identify variances and take corrective action to ensure service targets are achieved.
Monitor client's equipment downtime parameters to ensure targets and contractual obligations are achieved.
Attend and conduct regular internal and external account review meetings to discuss and resolve customer problems thereby providing customers with a high level of satisfaction.
Monitor performance of all technical staff on an ongoing basis, identifying weaknesses or shortfalls in skills and to implement corrective action.
Counsel and appraise all direct reports on a regular basis, providing support, career guidance and development opportunities, creating a skilled and motivated workforce.
Be prepared to handle after hours duties with regard to technical standby management.
Own and manage Customer satisfaction
Manage quality of service delivered
Manage SLA issues to resolution
Manage escalation process
Job Requirements :
Management Diploma would be advantageous
A minimum of 5 years supervisory experience in the technical service field.
At least 5 years experience in the IT industry.
P.C. literacy and Network connectivity.
Good customer interaction skills.
Project Management exposure would be advantageous.
People Management ability to motivate people to do their best, individually and as a team.
Professionalism, determination, smart and savvy, open, fresh thinking.
Frugality management of costs.