Technical Support / Operations Manager
Talenco Recruitment Specialists
Pretoria, Gauteng
1d ago
source : findojobs-za
  • 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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