After Sales Support Manager

About the position

The After Sales Support Manager plays a pivotal role in ensuring the efficient and effective repair and maintenance of drone products. Reporting to the Operations Manager, this role is responsible for overseeing repair operations, managing the repair team, and contributing to maintaining the company's reputation for product excellence and customer satisfaction.

The purpose of the After Sales Support Manager Role is to lead the repair and maintenance operations, ensuring that drone products are restored to optimal functionality. This role supports the company's commitment to delivering high-quality solutions and maintaining strong customer relationships.

The accountabilities include:

• Repairs Operations Management: Manage the day-to-day operations of the repairs department, including scheduling, prioritizing repairs, and allocating resources effectively. Ensure that repairs are completed within established timelines and quality standards.
• Quality Assurance: Implement and enforce quality control processes to ensure that repaired drones meet or exceed company standards. Conduct inspections and testing to validate the functionality and safety of repaired drones.
• Technical Expertise: Maintain a strong understanding of the technical aspects of drones, their components, and repair procedures. Provide technical guidance and support to repair technicians.
• Team Leadership and Development: Lead, mentor, and coach repair technicians to enhance their skills, performance, and professionalism. Foster a positive and collaborative work environment.
• Inventory Management: Monitor and manage inventory of replacement parts and components required for repairs. Ensure optimal stock levels to avoid delays and bottlenecks in the repair process.
• Customer Interaction: Interact with customers regarding repair inquiries, status updates, and resolution of issues. Provide excellent customer service and maintain open communication.
• Process Improvement: Continuously evaluate repair processes for efficiency and effectiveness. Identify areas for improvement and implement streamlined procedures.
• Reporting and Documentation: Maintain accurate records of repair orders, procedures, and outcomes. Generate reports on repair metrics, turnaround times, and repair costs.
• Compliance and Safety: Ensure compliance with safety regulations and industry standards in all repair activities. Implement safety protocols and procedures for repair technicians.
• Supplier and Vendor Relations: Collaborate with suppliers and vendors to source replacement parts and components. Negotiate favourable terms and maintain strong working relationships.
• Cross-Functional Collaboration: Collaborate with other departments such as customer support, operations, and quality assurance to ensure a seamless repair process. Share insights to drive product improvements based on repair trends.
• Continuous Learning: Stay updated on industry advancements, repair techniques, and emerging technologies in the drone field. Apply new knowledge to enhance repair processes and procedures.
• Ethical Conduct: Uphold ethical standards in all repair activities and interactions. Ensure transparency and professionalism in dealing with customers and team members.

Qualifications:

• Bachelor's Degree/Certificate in Engineering, Aviation Technology, or related field preferred.

• Experience:

• 5+ years of experience in technical repair, maintenance, or operations management.
• Familiarity with drone technologies and aviation industry practices.

Desired Skills:

• technical repairs
• diagnostic tools
• electronic
• fault finding
• leadership
• ROI
• Cost Control
• Team Management
• Quality Control
• upselling

Desired Work Experience:

• 5 to 10 years

Desired Qualification Level:

• Diploma

About The Employer:

Our client is a solution aerial technology company that aims to be part of the globally open African market. Their business solutions are geared towards driving Africa aerial work automation that empowers business to upscale leanly and solve their everyday problems. They have been involved in building solutions for popular entities in South Africa and some Southern parts of African Countries on Private level and state level. Their vision is to be a reliable service provider of technical drone maintenance and solution finders using multicopters and fixed wing models for communities and any industry where this technology can play a big role in saving lives and providing accurate data for planning on a bigger scale