Chief Technical Operations Director

3 weeks ago

Johannesburg Metropolitan Area, South Africa SakhonaHR Full time

A leading provider of cutting-edge technology and innovative solutions is seeking an experienced leader to spearhead its technical support operations.

About the Role

The successful candidate will be responsible for overseeing a team of skilled technical support engineers, ensuring timely and effective service delivery to clients, and developing strategies to optimize customer satisfaction.

Key Responsibilities

  • Lead a high-performing team of technical support engineers, fostering a culture of excellence and continuous improvement.
  • Develop and implement support processes and procedures to drive customer satisfaction and loyalty.
  • Collaborate with cross-functional teams to enhance support systems and streamline processes.
  • Analyze support metrics, identify areas for improvement, and implement corrective actions to ensure exceptional service delivery.
  • Provide guidance, training, and mentorship to team members, promoting career growth and development.
  • Escalate and resolve complex customer issues, demonstrating strong problem-solving skills and customer focus.
  • Stay up-to-date with industry trends and technologies, applying knowledge to drive innovation and improvement.
  • Present regular reports on team performance and customer satisfaction, using data to inform strategic decisions.

Requirements

To succeed in this role, you will need:

  • A Bachelor's degree in Computer Science, Engineering, or a related field.
  • Proven experience in a technical support management role, with a minimum of 4 years' experience.
  • Strong understanding of networking principles and experience with wireless technology, preferably with CCNA certification.
  • Knowledge of PLC programming and SCADA development, as well as relevant management certifications.
  • Excellent leadership and people management skills, with the ability to deliver presentations to various audiences.
  • Customer-focused mindset, strong problem-solving skills, and excellent communication and interpersonal skills.
  • Ability to work well in a fast-paced, team-oriented environment, with experience using support ticketing systems and CRM tools.
  • Travel requirements may apply, depending on business needs.

What We Offer

This exciting opportunity comes with a competitive salary range of $120,000 - $180,000 per annum, commensurate with experience. As a valued member of our team, you can expect:

  • A comprehensive benefits package, including medical, dental, and vision coverage.
  • A generous bonus structure, tied to individual and team performance.
  • Ongoing training and professional development opportunities, to support your growth and advancement.
  • A dynamic and supportive work environment, with a focus on teamwork and collaboration.
  • The chance to make a meaningful impact, driving innovation and excellence in technical support operations.

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