Regional Service and Support Manager

2 weeks ago

Cape Town, South Africa Rubicon Full time

**About the Regional Service and Support Manager**

We are hiring a Regional Service and Support Manager based in our **Richmond Park, Cape Town** branch.

The main function of the Regional Service and Support manager is to oversee Rubicon's regional service and support activities for the designated region/s. The primary role of these structures is to attend to customers' equipment repairs, warranty claims and pre-and-post sales technical support requirements. The department also supports Product development, manufacturing and various other internal divisions with product testing, bug hunting and other technical services. The ultimate aim is to ensure excellent technical skills are available within the region to timeously carry out these functions and ensure that our customers and internal stakeholders are generally impressed and well supported by our technical services.
**Location**: Richmond Park, Cape Town

**Reports to**:National Service and Support Manager

**Role responsibilities**:
**Technical Support**

Manage the regional activities of our engineers, which include:

- Attending to customer technical support requests:

- By Phone
- In person
- By any other means (e.g.: Instant messages etc)
- Assisting other support engineers in their support cases.
- Assisting sales personnel with technical enquiries around our products and systems.
- Assisting in trouble shooting faulty equipment.
- Diagnosing warranty claims.
- Liaising with factories and suppliers on technical issues
- Helping to create technical documentation for new products.
- Assisting product development and manufacturing with product testing

**Equipment Repairs Structures**

Manage the regional activities of our repair engineers, which include:

- Attending to customers' renewable energy related equipment repair tickets
- Fault finding on various types of electronic equipment and repair back to factory standard, down to component level
- Creation and speedy completion of tickets in the job management systems

**Teamwork & Collaboration**

Work closely with the tech support staff around the country to:

- Continuously improve technical internal and external communication.
- Provide support to resolve issues in other areas by sharing skills.
- Investigate and document potential serial issues.
- Assist the R+D department in product specification and development when necessary.
- Participate in weekly national meetings to discuss tech support issues
- Continuously build and develop technical competency and skills.

**Staff skills development**

Ensure that all regional staff:

- Regularly attend training:

- At Rubicon facilities
- At supplier facilities in SA or other countries, as required
- Skills are maintained and developed

Day to day management of the team:

- Workload allocation
- Performance management
- Leave and Absence Management
- Motivation and Guidance
- Productivity and Prioritization

**Role requirements**:
**Required**:

- Minimum Matric/NQF4 level qualification **essential**:

- Relevant electrical or electronics qualification preferred (National diploma, equivalent or better)
- At least 3 years' experience in managing a service and / or technical support organization
- Demonstrated abilities in technical support and service environments
- Valid driver's licence and own vehicle

**Beneficial**:

- Electronic repair industry experience; and/or
- Other relevant diploma (e.g. renewable energy); and or
- Renewables or solar PV industry experience or qualifications

Availability & ability to travel locally and possibly.

Ability to traverse various workspaces easily

**Personal competencies**:

- Computer literacy - highly Computer literate and comfortable with basic technical aspects of common operating systems with Microsoft Office general excellence
- Competent, professional business written and verbal communications skills, with the ability to express yourself clearly and effectively within the company.
- Ability to manage a national footprint of support services efficiently through delegation and strong structures
- Departmental budget creation and management
- Knowledge and understanding of modern service and support tools and processes to ensure that efficient, automated customer interactions enable elastic capacity and meaningful bandwidth within a rapidly expanding organisation
- Ability to create an environment which promotes excellent customer service by responding to customers' needs effectively the first time and closing the loop every time.
- Strong stock management skills related to supplier returns, spare parts and RMA equipment
- Ability to build internal and external relationships, enabling effective supplier management
- People management skills, including staff motivation and maintaining discipline where necessary, while fostering a modern enjoyable, positive and desirable working environment
- Ability to develop and attract top talent
- Excellent time management, organizational, and follow-through skills.
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