Technical Service Manager

Salary: Market related Location: Edenvale, Johannesburg Job type : Permanent Industry: Manufacturing (Electronics) Reference: MJ.TSM.RADC.16092026 COMPANY DESCRIPTION: Our client is an electronic communications manufacturer and supplier based in Edenvale and they are looking for a Technical Service Manager to join their team as soon as possible. JOB DESCRIPTION / PURPOSE: The Technical Service Manager is responsible for leading and managing the Technical Department to ensure the delivery of high-quality technical support, network commissioning, repairs, and after-sales service. The role is accountable for compliance with SLAs and contractual obligations, continuous system performance improvement, and measurable enhancements in customer satisfaction. MAIN DUTIES & RESPONSIBILITIES: Technical & Customer Support Leadership Ensure delivery of Outstanding Customer Service across equipment delivery, commissioning, repairs, quoting, and telephone support. Monitor response times, service quality, and resolution rates. Manage national and international customer support visits where required. Oversee 24-hour standby services and define reaction time standards. Quality Control & Fault Management Implement and maintain stringent quality control processes for manufacturing, testing, and run-up operations. Design systems to record, analyse, and report manufacturing and field faults. Identify recurring issues and communicate findings to R&D. Ensure defective parts are reported and returned promptly. Include fault and quality analysis in management reports. Network Commissioning & Maintenance Oversee planning, quoting, manufacturing coordination, commissioning, and monitoring of new networks. Manage routine maintenance and callouts. Ensure technicians are properly equipped, compliant, and submit required documentation. Monitor performance of RDC networks and manage SMS maintenance response processes. Departmental Management & Process Control Develop, implement, and continuously improve departmental policies, procedures, and systems. Ensure strict compliance with approved directives for product or system changes. Maintain full operational oversight of daily technical activities. Monitor stock control systems and maintain accurate inventory records. Maintain a current risk register and protect confidential information. Service & Repairs Department Oversight Manage workflow and target a 3-day turnaround time on repairs. Control service standards, labour performance, product quality, cost efficiency, and wastage. Maintain a safe and secure working environment, including programmer security controls. Review weekly operational reports from the Service & Repairs Supervisor. Planning & Resource Allocation Plan annual maintenance, upgrades, commissioning projects, and resource allocation. Communicate plans effectively to management and cross-functional teams. Training & Development …