About the position
Our client is looking for a Vertice Technical Service Manager. This role will expose you to a diverse working environment with endless opportunities to grow as an individual and to work for an organization that promotes equality. This is a permanent role based in Johannesburg.
The mission of the Vertice Technical Service Manager is to lead and optimize the service department's daily operations, ensuring efficiency, profitability, and exceptional customer satisfaction. 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 is dedicated to fostering a high-performance team, implementing effective technical service systems, and maintaining strong collaboration with sales, application, and operations teams. The ultimate goal is to uphold the quality of service, improve service revenue planning, and enhance customer experiences, positioning Vertice as a leader in the medical device industry.
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- Matric is essential.
- Relevant technical qualifications. A management qualification is advantageous.
- Over 5 years of experience in a customer-facing role in the medical device industry.
- Over 5 years of 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.
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- 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.
- 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.
- Manage service budget, forecast, and spare parts inventories.
- Negotiate service contracts, review service policies, and establish spare parts pricing.
- Work closely with sales, application, and operations teams.
- Provide service support to regional offices and distribution channels in the assigned territory.
- Maintain records of job-related documents like Job cards, PODs, Calibration certificates, Manuals.
- 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.
- Develop, coach, and empower team members.
- Foster teamwork and create a feedback culture within the team.
- Maintain excellent customer experience in technical department interactions.
- Ensure prompt responses to customer queries and requests.
- Foster and maintain a good working relationship with business unit managers.
- Develop programs to align technical teams as an extension of sales teams.
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Desired Skills:
- Judgment and Decision Making
- Complex Problem Solving
- Critical Thinking
- Management of Personnel Resources
- Social Perceptiveness
- Management of Financial Resources
- Time Management
