TECHNICAL MANAGER - OFFICE AUTOMATION / PRODUCTION PRINT

Introduction

TECHNICAL MANAGER – OFFICE AUTOMATION / PRODUCTION PRINT

Location: Johannesburg North
Salary: CTC up to R55,000 per month
Employment Type: Permanent

Our client, a well-established organisation within the office automation sector, is seeking an experienced Technical Manager to lead and develop its technical service team.

This role requires a strong combination of hands-on technical expertise, people management and service-delivery leadership. The successful candidate must have relevant experience with High-Volume/Production Print equipment and must have previously supervised or managed Field Service Engineers or Technicians.

PURPOSE OF THE POSITION

The Technical Manager will lead the Service Engineering team, including Production Print/High-Volume Engineers, Field Service Engineers and Technicians.

The position is responsible for technical performance, customer uptime, service-call execution, preventative maintenance, technical escalations, engineer productivity, training, compliance and continuous service improvement.

 

KEY RESPONSIBILITIES

  • Lead, supervise and support Field Service Engineers, Production Print Engineers and Technicians.

  • Allocate and prioritise technical work according to customer and operational requirements.

  • Ensure service calls are completed timeously, professionally and cost-effectively.

  • Minimise customer downtime and improve equipment reliability.

  • Monitor first-time-fix rates, repeat calls, mean time to repair, call closure accuracy and engineer productivity.

  • Provide technical guidance and troubleshooting support on complex High-Volume and Production Print equipment.

  • Manage technical and customer escalations through to resolution.

  • Coordinate resources with Service Controllers, Supervisors and Service Delivery Management.

  • Plan, communicate and monitor preventative-maintenance schedules.

  • Investigate recurring technical issues and implement corrective measures.

  • Engage with customers regarding escalations, progress and service delivery.

  • Manage the responsible use of parts, toner, tools and service consumables.

  • Set clear performance expectations and hold team members accountable.

  • Coach, mentor and develop Engineers and Technicians.

  • Coordinate manufacturer-specific, classroom, online and internal technical training.

  • Promote cross-skilling and knowledge sharing across the technical team.

  • Ensure service documentation, job cards, reports and system information are accurate.

  • Monitor service trends, customer feedback, operational risks and technical performance.

  • Ensure compliance with company policies, QMS/ISO procedures, safety requirements and service standards.

 

MINIMUM REQUIREMENTS

  • Grade 12/Matric.

  • Relevant technical qualification, trade certification or manufacturer-specific technical certification.

  • Technical training or certification on High-Volume/Production Print equipment.

  • Minimum of five years’ technical field-service experience.

  • Relevant office automation, copier, multifunctional printer or Production Print experience.

  • Proven experience supervising or managing Technical Engineers or Field Service Technicians.

  • Strong knowledge of Production Print and High-Volume printing equipment.

  • Experience managing service calls, technical escalations and preventative-maintenance schedules.

  • Experience monitoring engineer performance and service-delivery KPIs.

  • Strong troubleshooting, diagnostic and problem-solving ability.

  • Solid customer-engagement and escalation-management experience.

  • Computer literacy, service-management system exposure and basic networking knowledge.

  • Valid driver’s licence and reliable transport.

  • Able to work in Johannesburg North.

 

ADVANTAGEOUS

  • Experience with equipment from Ricoh, Canon, Konica Minolta, Xerox, Kyocera, HP, Sharp, Toshiba or related manufacturers.

  • Knowledge of QMS/ISO procedures.

  • Experience training and developing Technical Engineers.

  • Experience managing service delivery across multiple customers or sites.

 

IMPORTANT

This is not a general IT support or software-only position. Candidates must have relevant technical office automation experience. Proven High-Volume/Production Print expertise and technical team leadership are essential.

 

If your CV does not clearly show your Production Print experience, please include the equipment brands and models you have worked on, the size of the technical team you managed, your current and required CTC, notice period and current location.

Only candidates meeting the essential requirements will be contacted.

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