Technical Manager €“ White Goods

Technical Manager €“ White Goods
Company:

(Confidential)


Technical Manager €“ White Goods

Details of the offer

Key Result Areas:
Become a specialist in white goods through investigation and research of technical papers and bulletins
Build up knowledge base of information and make this available to technicians
Ensure continuous technical training is performed for all technicians (In house and 3rd Party)
Develop, implement and maintain strict quality control and repair systems within the Technical department to ensure best in class customer service
Perform Monthly Root Cause Analysis on machine repairs and report on findings and analysis
Monitor Repair trends and develop maintenance steps to prevent common failures from reoccurring
Report on Monthly performance of the technical team including 3rd party performance
Ensure proper spare part management for all repair centres and prepare spare part orders accordingly
Manage and co-ordinate 3rd party activities with regards to call outs, repairs preventative maintenance, closing calls, stock usage and stock control
Ensure proper management for returned and/or collected equipment to enable future use and accurate accountability for stock
Provide Technical advice and guidance to technicians and Customer Care department
Update technical information database for staff to enable efficient troubleshooting and spare parts sales
Ensure quarterly training to customer care staff & store trainers on equipment diagnostics
Resolve daily customer queries with regards to technical repairs and advise on actions to resolve
Ensure sufficient staff management (Productivity, 1st time repair rate, cost per repair) of all Technicians and staff reporting to you
Ensure Safety, Health and Environmental aspects are implemented and adhered to in the Technical department
Ensure proper staff supervision is implemented on a day to day basis
Ensure proper facility maintenance is conducted on a regular basis.

Education
Matric
Technical Electronics qualification NQF 5 or higher essential

Essential Experience and Skills
Minimum of 5 years’ experience of managing technical teams in a service environment
White Goods experience essential
Valid Driver’s License Code 8
Relevant job costing system and IT user experience


Source: Executiveplacements


Area:

  • Call Center - Customer Support / Customer Service Manager

Requirements