Provide high-level technical support to customers and staff
Vendor Management
Improve operational management systems, processes, and best practices
Manage Vendor Technical Support to ensure adherence to SLAs and manage SLA requirements
Manage costs associated with technical support
Report on Vendor activity and monthly performance statistics
Manage stock, stock counts, allocations and returns of faulty components
Report on costs, call rates, cost per call, and resourcing monthly and annually
Escalation of non-conformance to SLA
Monitor the field technical service provider calls on the call monitoring system
Prioritize escalated calls and take necessary actions with field technical service providers in order to achieve satisfactory resolution to the problems
Engage with external and internal stakeholders regarding failures of communications, hardware, and software
Provide input into device and technical operating manuals and support procedures
Ensure that all technicians and clients have the relevant operating manuals
Train all technical staff
Manage and maintain the access to external and internal Users of the system (QD Lock, SSA Webapp), including manual processes
Ensure that all necessary files, set-up files, tag sets, software versions, and technical bulletins required for devices in the field available, maintained, and distributed
Assist with the planning and management of ordering, storage, movement, allocation, and counting of all stock (components and spares)
Assist with the return of damaged, faulty, and wear and tear items and routing to repair centres
Disposal and acquisition of replacement stock
Ensure that all processes which affect site inspection, deployments, switch-on, and support are maintained and communicated to all parties
Reports General - Monthly reporting, Vendor Statistics
Preventative maintenance scheduling / management
Matric essential
Operations Management and / or technical diploma / degree advantageous
Minimum 5 years experience in Operations, management, leadership, and Vendor management
SAP proficient
Matric essential
Operations Management and / or technical diploma / degree advantageous
Minimum 5 years experience in Operations, management, leadership, and Vendor management
SAP proficient ![]()
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