Specialist: POS Hardware and Software

SUMMARY:
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POSITION INFO:

Our client is seeking to employ a POS Specialist in both hardware and software to optimise the operations of the Payment Division Repairs Centre. This role is responsible for ensuring the efficient repair and maintenance of software while upholding high standards of quality and customer satisfaction.

The incumbent will drive operational excellence, continuous improvement initiatives and ensuring seamless workflow across all functions.

Key Responsibilities:

Repairs Centre Management

• Oversee the entire repair process to ensure high-quality service and efficient turnaround times.
• Develop and implement policies, processes, and systems to enhance repair operations.
• Monitor repair trends, identify recurring issues, and implement strategies to improve service and reduce turnaround times.
• Manage OEM relationships to ensure timely availability of repair parts.
• Support the development of in-house TMS software.

Service Level Management

• Ensure the maintenance of agreed-upon service levels (SLAs) for repairs and OS deployment.
• Develop, track, and report on KPIs related to service delivery to ensure adherence to SLAs.
• Proactively identify and resolve service- level performance gaps, ensuring minimal disruptions to operations and customer satisfaction.
• Regularly engage with stakeholders to align expectations and improve service delivery.

Strategic Leadership

• Drive continuous improvement initiatives and foster a culture of innovation and operational excellence.
• Analyse business performance software and make strategic recommendations for improvements in operational efficiency, customer service, and cost management.

Reporting and Data Analysis

• Generate and analyse reports related to repairs.
• Utilise data analytics to identify trends, opportunities for improvement and potential risks within repairs and warehousing functions.
• Develop and maintain dashboards to track operational KPIs and present data-driven insights to senior management.

Operational Efficiency and Cost Management

• Identify and implement cost-saving initiatives in repair operations.
• Track and report on key performance indicators (KPIs) to monitor operational efficiency and performance.
• Ensure all processes are aligned with company objectives, fostering a productive and cost-effective environment.
• Drive the adoption of technology and automation to streamline operations and improve service delivery.

Customer Service and Stakeholder Engagement

• Resolve operational issues and address customer complaints promptly and professionally.
• Build and maintain strong relationships with key suppliers, vendors, and external stakeholders.
• Experience with data analysis tools (e.g., Excel, Power BI, Tableau) for reporting and decision-making.

Key Skills and Competencies:

• Excellent problem-solving, analytical, and decision-making skills.
• Ability to thrive under pressure and meet tight deadlines.
• Strong communication and stakeholder management skills.
• In-depth knowledge of POS software and repair centre best practices.
• Ability to use data to drive operational decisions and improvements.
• Commitment to health and safety compliance and creating a safe work environment.

Qualifications and Experience:

• Matric
• Bachelor’s degree in software development, Operations Management, Engineering, or a related field.
• A minimum of 5-8 years of experience in a similar role, preferably within repairs and/or warehousing operations.
• Proven leadership experience and a track record of driving operational excellence.
• Strong understanding of POS repair processes, and software.
• Proficiency with ERP/WMS systems and Microsoft Office tools.

Kindly regard your application as unsuccessful if you have not heard from the agency within 2 weeks.