Technical Service Support Manager

6 months ago

Johannesburg, South Africa Sectional Title Solutions Full time

**ROLES AND RESPONSIBILITIES**
- Supervise a team of service/maintenance technicians and service administrators.
- Provide guidance, training, and mentorship to ensure high-quality service delivery.
- Schedule and allocate resources effectively to meet service demands.
- Serve as the escalation point of contact for customer inquiries, concerns, and service requests.
- Coordinate with internal teams and external vendors to address customer issues promptly and effectively.
- Maintain a high level of customer satisfaction through proactive communication and resolution of service-related issues.
- Develop and implement maintenance plans to ensure the optimal performance and longevity of solar installations.
- Coordinate preventive maintenance activities and scheduled repairs to minimize downtime and maximize system reliability.
- Ensure execution of maintenance tasks, including panel cleaning, equipment inspections, and component replacements.
- Ensure compliance with SLA's with the various entities and service providers.
- Establish and enforce quality standards for service delivery, ensuring compliance with industry regulations and company policies.
- Conduct regular audits and inspections to assess the effectiveness of service operations and identify areas for improvement.
- Maintain accurate records of service activities, including service tickets, work orders, and maintenance logs.
- Generate reports on service performance metrics such as response times, resolution rates, and customer satisfaction scores.

**EDUCATION**
- Grade 12 certificate.
- Bachelor's degree in business relevant fields would be an advantage.

**EXPERIENCE**
- At least 8 years’ experience in a service support and maintenance environment.
- Knowledge of electrical systems and solar PV technology would be an advantage.
- Prior experience in a supervisory or managerial role, with demonstrated leadership abilities.

**SKILLS**
- Excellent communication skills, both verbal and written, with the ability to interact effectively with customers and internal stakeholders at all levels.
- Proficiency in project management tools, CRM software, and Microsoft Office Suite.

**ADDITIONAL REQUIRMENTS**
- Own vehicle and a valid driver's license.
- Willingness to travel occasionally for site visits, customer meetings, and training sessions.
- Ability to work flexible hours, including evenings and weekends, to accommodate service demands and emergency situations.
- Commitment to safety protocols and compliance with OSHA regulations in all service activities.

Pay: From R5 000,00 per month

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Education**:

- High School (matric) (required)

**Experience**:

- Solar PV: 8 years (required)
- CRM software: 8 years (required)
- Renewable Energy: 8 years (required)
- Project Management: 6 years (required)

**Language**:

- English at a Professional level (required)

Willingness to travel:

- 50% (required)

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