National IT and Technical Manager at Reprographix

The National IT & Technical Manager is responsible for overall management and direction of all technical services functions associated with hardware and software products. The National Technical Manager plays a key role in maintaining the standard of service excellence and manages a group of Customer Service Technical Managers to maintain and increase customer satisfaction through high quality installation, repair, modification and preventative maintenance of equipment and software within an assigned geographical area.

KEY RESPONSIBILITIES

• Monitor the day to day performance of the Regional technical and or branch managers
• Monitor technical operations to ensure that KPI requirements are met
• Manage the performance and development of staff
• Manage divisional expenses to ensure expected contributions are realized by ensuring optimum spares utilization and productivity levels
• Liaise with the branch manager (where applicable) and other departments on a day to day basis
• Monitor spares stock holdings
• Report operational achievements and progress to the National Technical Manager on a regular basis including statistical analysis and improvement action plans
• Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization
• Facilitate customer resolution for escalated calls and engage the necessary technical support
• Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied
• Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting and employee engagement
• Interview and employ new technical staff
• Build relationships with sales teams to increase support services agreements. This includes negotiating and costing services contracts
• Deliver and exceed on all team performance targets
• Develop and strengthen relationships between Reprographix and clients who have a National footprint with special SLA’s by exceeding their service expectations
• Develop and maintain a special High-Volume team and customers by exceeding the client’s service requirements ie: Permanent standby options and 24-hour service all year round
• Ensure that high standards of the ISO are met and maintained

COMMUNICATION AND WORKING RELATIONSHIP

Internal: Good communication essential on all levels within the organization.

External: Good communication essential in order to be clear and direct when dealing with contractors, dealers etc

SCOPE FOR IMPACT

To be able to think on your feet and be very resourceful in order to get and keep clients machines going. Motivate staff and be there for them when they are going through rough patches or are having a bad day. Manage all aspects of the job not only the measurable bits. Continually strive for perfection and new ideas in line with Ricoh’s long term goals and strategies and make a difference wherever and whenever you can.

The Employee should understand that this job description and responsibilities are therefore not exhaustive in content or requirement, and that the Employee, may at the discretion of the Employer, be required to perform other duties not listed in the job description, but which fall reasonably within the ambit of the job description, ability of the Employee or reasonably within the area of responsibility of the appointed post. The fact that the required duty is not listed in the job description may not be construed as reasonable ground for a refusal to execute the required function.

REQUIRED SKILLS, KNOWLEDGE & EXPERIENCE

• A recognized Management degree or other relevant qualification would be an advantage
• Knowledge of IT systems and networking would be an advantage
• Minimum of 5 years’ experience in a management or supervisor function is required
• An excellent knowledge of all service and technical related issues
• Strong verbal and written communication skills are mandatory, must be able to converse on a senior level
• Must be customer service orientated and believe in teamwork, collaboration, adaptability and initiative
• Excellent interpersonal skills
• Demonstrated leadership abilities and be achievement oriented
• Experience in coaching and staff development is mandatory
• Work well under pressure
• Good motivational abilities
• Ability to work with many cultures
• Strong organizational skills

OTHER REQUIREMENTS

Driver’s License is mandatory, additional external training helpful. Must be able to perform under pressure and be willing to work long or odd hours, including weekends and public holidays.

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