Onsite Support and Installation Team Leader

3 weeks ago

Gqeberha, South Africa Staff Solutions Recruitment Full time

Key ResponsibilitiesLeadership & Team ManagementLead, supervise, and coordinate the daily activities of the onsite support and installation team.Allocate tasks and manage technician schedules to ensure timely and efficient deployments.Provide ongoing coaching, mentoring, and technical training to team members.Conduct regular team meetings to review performance, share updates, and address challenges.Technical OversightEnsure all installations and support activities meet internal quality standards and client expectations.Provide hands-on support for complex or escalated technical issues, both onsite and remotely.Review and approve installation plans, technical configurations, and service documentation.Stay current with industry trends, especially in POS technologies, and ensure team readiness through continuous learning.Operational CoordinationCollaborate with project managers, account managers, and sales teams to plan and execute client deployments.Coordinate logistics related to hardware delivery, software licensing, and site readiness.Maintain accurate documentation across installations, service tickets, and client communications.Client Relationship ManagementServe as the senior point of contact during key client installations and support engagements.Manage escalations professionally and ensure timely resolutions aligned with SLAs.Capture client feedback and relay actionable insights to internal teams to drive continuous improvement.Quality Assurance & ReportingConduct quality checks to ensure all installations and support visits meet standards.Monitor KPIs such as resolution time, response rates, and customer satisfaction scores.Prepare and present performance and operational reports to senior leadership.Compliance & SafetyEnsure all onsite activities comply with data security standards and payment industry regulations.Uphold health and safety standards during installations, including proper handling of electrical and network equipment.Skills & Competencies RequiredProven leadership experience managing technical or field-based teams.Strong technical knowledge of POS systems, especially in hospitality and restaurant environments.Excellent interpersonal, communication, and conflict resolution skills.Ability to manage multiple projects and priorities under pressure.Familiarity with CRM and ticketing platforms (e.g., Zendesk, Freshdesk).

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