Operations Technical Support Manager Gauteng , R - R Per Month Sector : Management Consulting Posted : Tuesday, 3 May Job Details SPECIFICATION An opportunity has become available for an Operations Technical Support Manager based in Sandton, who will be responsible for managing the technical service-related operations for the organization and provides high-level technical support to customers and or staff.
DUTIES & RESPONSIBILITIES, NOT LIMITED TO : Vendor ManagementImprove operational management systems, processes and best practicesManage and monitor Vendor Technical Support to ensure adherence to Service Agreement (SA)Manage SLA as per requirementsManage costs associated with technical supportReport on Vendor activity and monthly performance statisticsManage the stock, stock counts, allocations and returns of faulty componentsWeekly and monthly meetings with Vendor management to ensure adherence to SLA.
Report on costs, call rates, cost per call and resourcing monthly and annually.Escalation of non-conformance to SLA to National Operations Manager Field ServicesManagement of Escalated Technical CallsMonitor throughout the day the field technical service provider calls on the call monitoring system.
Also receive notification from the National Operations Manager Support / Field services, or any other authorized person, of logged calls that have been escalated as they have gone out of or are about to go out of SLA response times.
As well as this type of call, communications and ad hoc calls will be received that require urgent or special attention.
Prioritize all escalated calls and take the necessary actions with the responsible field technical service providers, in order to achieve a timeous and satisfactory resolution to the problems.
Manage and monitor all device communications, responsible for individual and estate-wide failuresEngage with external and internal stake holders regarding failures of communications, hardware and software as regards ensuring maximum uptime for every customers deviceIf necessary, escalate calls to the National Operations Manager Field Support for their assistance in resolving the problem.
Initiate and maintain communication with the client (internal / external) until a final resolution to the escalated call is reached.
Ensure all necessary corrective actions are taken timeously in response to any unacceptable level of individual or team performance that is identified.
Operating Manuals Technical and MerchantsProvide input as and when required into the device and technical operating manuals, and communications and support procedures.
Ensure that all technicians and all clients have the relevant operating manuals.Technical Resource ManagementAssist with managing our clients technical equipment including vehicles, tools computers and cell phones, etc.
Ensure that external service providers have adequate resourcing based on the existing and projected growth of the businessPlanning and management of training of all technical staffSecure Access Management responsible for managing and maintaining 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 to ensure that the devices in the field can and do operate optimally are available, maintained, and distributedStock Management & Logistics ManagementAssist with the planning and management of all ordering, storage, movement, allocations and counting of all components and spares required to operate the business specific to both external vendors and the full device estateAssist with the return of damaged, faulty and wear and tear items and routing of those to either repair centres, or the disposal and acquisition of replacement stock vendors and suppliersResponsible for the logistics suppliers and costs of movement for vendorsProcess ManagementEnsure that all processes which affect site inspection, deployments, switch-on and support thereafter, are always maintained and communicated to all partiesReports General - Monthly reporting : Vendor StatisticsPriority Customer preventative maintenance scheduling / managementPriority Customer SLA BDA reportingSLA Retail Client reportingBanking and high priority SLA and case managementOther banks and large clients as and when requiredAs and when required provide support to Operations field services management by compiling reports and providing analysis onactivities and trends in the field.
Repairs ProcessOversight of repairs of device components, and management of the costs and analysis of any trendsProcurement of additional suppliers as neededProjectsManage and oversee projects as and when required.
REQUIREMENTS Matric essentialOperations Management and / or technical diploma / degree advantageous.Minimum 5 years experience in Operations, management, leadership, and Vendor management.
Computer literacySAP software proficientRequired Skills : Good report-writing skillsExcellent record-keeping skillsAbility to prioritize tasks and manage time effectivelyStrong organisational and team-building skillsSound awareness of internal and external customer needsExcellent analytical and problem-solving skillsExcellent communication and interpersonal skillsIndependent and able to work without supervision