Duties:

• Leadership & Team Oversight:
  • Mentor, schedule, and support a team of Installation & Support Technicians across the Eastern Cape
  • Conduct weekly stand-up meetings, and compile minutes for Senior Management
  • Oversee standby and after-hours coverage schedules and readiness
• Installation Management:
  • Manage the planning and quality of new site installations and upgrades
  • Conduct site visits during, and after, installations to ensure client satisfaction
  • Collaborate with the Setup Department to track progress, stock, and staging
• On-site support coordination:
  • Monitor onsite support delivery, job progress, and technician dispatching
  • Ensure SLA targets are met and client issues resolved promptly
  • Maintain high levels of post-support client engagement and feedback
• Technical Training & Compliance:
  • Ensure technicians are trained and certified on Unity and GAAP solutions.
  • Work with the training department and support outlying regions as needed.
  • Roll out and enforce updated installation/support procedures from management
• Asset & Equipment Management:
  • Conduct toolbox and vehicle spot checks; manage technician equipment accountability.
  • Maintain hardware readiness and tool stock levels
• Monitoring & Reporting:
  • Regularly review dashboards, performance metrics, and team KPIs
  • Report escalations, trends, and resource needs to senior leadership
• Client Engagement:
  • Lead technical meetings with clients and ensure issues are resolved efficiently
  • Promote trust and satisfaction through clear, proactive communication