This role is critical in ensuring high standards of service delivery, customer satisfaction, and efficient technical operations.

Key Responsibilities

• Lead and manage a team of technicians responsible for installations and technical support.
• Oversee daily scheduling of installations and service tasks.
• Allocate workloads effectively and ensure team members understand their responsibilities.
• Maintain and manage the monthly standby roster and ensure effective after-hours support.
• Provide coaching and set performance goals in alignment with company objectives.
• Monitor team performance using KPI metrics and foster a culture of continuous improvement.
• Organise and facilitate technical training on new systems or product updates.

• Resolve customer issues effectively and escalate where appropriate.
• Recommend system upgrades or replacements based on site assessments or service challenges.
• Ensure consistent, high-quality service delivery across all technical support functions.
• Maintain accurate service records, documentation, and customer files.
• Facilitate post-installation training sessions for customers when needed.
• Continuously monitor and improve customer satisfaction levels.

Skills & Qualifications

• Minimum: Grade 12 (Matric)
• Advantageous: Previous experience in a managerial or supervisory role
• Basic networking knowledge
• Proficiency in Microsoft Office
• Experience with Yeastar, Samsung, or Panasonic PABX systems
• Basic understanding of Mikrotik (advantageous)
• Hikvision certification (advantageous)
• Strong technical knowledge and ability to conduct on-site surveys and build complete site solutions
• Willingness to travel and work flexible hours as required
• Valid driver’s license
• Bilingual communication skills in English and Afrikaans (advantageous), with clear verbal and written ability