Office Automation Technical Manager

SUMMARY:
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POSITION INFO:

Job Purpose

We are seeking an experienced Technical Manager to lead and oversee our Office Automation technical team. This role is responsible for ensuring efficient scheduling, high-quality installations and support services, strong customer satisfaction, and continuous technician development. The successful candidate will drive operational control, workflow planning, technical standards, and service excellence across the region.

Key Responsibilities

Staff Management & Operations

• Lead, supervise, and support Office Automation technicians and technical support staff.
• Maintain strong working knowledge of Office Automation hardware and software.
• Plan, schedule, and coordinate installations and system set-ups.
• Structure daily and weekly workflows and allocate resources effectively.
• Monitor logged calls and technician reports to ensure SLA timeframes are met.
• Track technician performance through KPIs and productivity reporting.
• Set clear performance targets and provide coaching and ongoing development.
• Identify skills gaps and coordinate technical training.
• Prepare daily, weekly, and monthly technical performance reports.
• Manage and control technical spares, stock levels, and stores organisation.
• Produce monthly and annual spares usage reports.
• Oversee and inspect the technical vehicle fleet for maintenance and compliance.
• Develop and manage standby rosters for after-hours support coverage.
• Report operational performance and metrics to the Operations Manager.

Customer Service & Quality Assurance

• Ensure high service and installation quality standards are maintained.
• Engage with customers to confirm satisfaction with services delivered.
• Investigate and resolve customer complaints and technical escalations.
• Manage escalations through to resolution within agreed timelines.
• Recommend system improvements or replacements where required.
• Promote consistent customer service standards across the technical team.
• Coordinate customer training following installations where necessary.
• Monitor and report on customer satisfaction indicators.
• Ensure accurate completion and maintenance of job cards and technical documentation.

Minimum Requirements

• Grade 12 (Matric).
• 3–4 years’ supervisory or management experience in a technical environment.
• Proven experience within the Office Automation industry.
• IT technical experience in an Office Automation environment.
• Valid driver’s licence.
• Willing and able to travel.
• Must reside in or around George, Western Cape.