ENVIRONMENT: LEAD and optimize the Service Department's daily operations, ensuring efficiency, profitability, and exceptional customer satisfaction as the next Technical Service Manager sought by a provider of cutting-edge HealthTech in Pretoria. This role involves overseeing the entire service process, from fault reporting to equipment repair and delivery, while managing resources, budgets, and personnel. The Technical Service Manager will be dedicated to fostering a high-performance team. Candidates will need a suitable technical tertiary qualification with 5+ years' experience in a customer-facing role in the medical device industry including a solid understanding of mechanical and electrical devices, medical devices, surgical procedures, anatomy, and medical terminology. DUTIES: Operational Management – Efficiently manage daily service department operations, ensuring resource planning and sustainable profitability. Assign duties, provide work direction, and monitor service productivity. Ensure accuracy and completeness of repair orders and return authorizations. Process Improvement - Study and standardize procedures to enhance the efficiency of the Field Service Engineer team. Train personnel on company servicing procedures and transfer technical support knowledge. Budget and Contract Management - Manage service budget, forecast, and spare parts inventories. Negotiate service contracts, review service policies, and establish spare parts pricing. Collaboration and Support - Work closely with Sales, Application, and Operations teams. Provide service support to regional offices and distribution channels in the assigned territory. Documentation Excellence - Ensure accurate and prompt documentation such as quotes, invoices, job cards. Maintain records of job-related documents like Job cards, PODs, Calibration certificates, Manuals. Financial Management - Follow up on purchase orders and ensure timely invoicing within 30 days of job completion. Manage Debtors, ensuring outstanding payments are less than 60 days. Team Leadership - Develop, coach, and empower team members. Foster teamwork and create a feedback culture within the team. Customer Relations - Maintain excellent customer experience in Technical Department interactions. Ensure prompt responses to customer queries and requests. Business Unit Collaboration - Foster and maintain a good working relationship with Business Unit Managers. Develop programs to align technical teams as an extension of Sales teams. REQUIREMENTS: Qualifications – Relevant technical qualifications. A management qualification is advantageous. Experience/Skills - 5+ Years experience in a customer-facing role in the medical device industry. 5+ Years administrative and management experience. Experience in Asset Management covering administrative, contractual, and financial aspects. Solid understanding of mechanical and electrical devices. Knowledge of medical devices, surgical procedures, anatomy, and medical terminology. Strong organizational, communication, and interpersonal skills. Ability to work under pressure and meet deadlines. Proficiency in PC software applications including Microsoft Windows, Outlook, Word, Excel, and PowerPoint. ATTRIBUTES: Providing Insights. Examining Information. Developing Strategies and Expertise. Interacting with People. Generating Ideas. Articulating Information. Exploring Possibilities. Making Decisions. Establishing Rapport. Showing Composure. Directing People. Inviting Feedback. Empowering Individuals. Team Working. Resolving Conflict. Checking Things Embracing Change. Managing Tasks. Producing Output.
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