Marlin Technologies Group is seeking a Service Operations Manager to lead its Western Cape Branch.
Responsibility for regional service delivery, people management, customer support, stock and asset control, and compliance with company policies, procedures, quality requirements and applicable regulations.
Role purpose
To take operational ownership of the Western Cape region and ensure that technical services are delivered safely, reliably and within agreed service levels. The position requires a practical manager who can lead a small technical team, manage competing priorities, maintain customer confidence and uphold the company's quality standards.
Key responsibilities
· Manage the day-to-day technical and operational activities of the Western Cape region.
· Manage, support and develop a team of field service technicians and operational support staff.
· Plan and oversee preventative maintenance, breakdown repairs, installations, commissioning and other field-service activities.
· Ensure service response times, maintenance schedules and customer commitments are achieved.
· Maintain professional working relationships with customers.
· Manage regional stock, warehouse activities, tools, equipment and company assets.
· Oversee the vehicle fleet and ensure that vehicles and operational equipment remain safe, compliant and fit for purpose.
· Monitor operational performance using service, stock, quality and customer-service indicators, and implement corrective actions where required.
· Control regional operating costs and contribute to budgeting, forecasting and resource planning.
· Ensure compliance with the company quality management system, applicable regulatory requirements and internal procedures.
· Investigate operational problems, complaints and recurring service issues and drive practical improvements.
· Work closely with National Operations and other departments to support business continuity and company objectives.
Minimum experience and capability
· Minimum three years' experience within a technical service, engineering, field-service or operational environment.
· At least three years' experience supervising or managing people.
· Demonstrated ability to plan technical work, allocate resources and manage service-delivery priorities.
· Experience dealing directly with customers in a service or support environment.
· Strong organisational, communication, reporting and problem-solving skills.
· Ability to make sound decisions under pressure and take accountability for operational outcomes.
· Valid South African driver's license and willingness to travel within the region when required.
· Availability to work flexible hours when operational circumstances require it.
Qualifications
· Grade 12 (Matric) or an equivalent qualification.
· A Higher Certificate, National Diploma or equivalent qualification in Operations Management, Business Management, Engineering, Biomedical Engineering, Electrical Engineering, Electronics or a related technical discipline.
· Proficiency in Microsoft Office and general computer literacy.
· Experience with inventory, maintenance or field-service management systems will be advantageous.
Relevant industry experience
Experience in the Renal or dialysis sector will be advantageous; however, strong candidates from the following industries are encouraged to apply:
· Customer Service Management
· Healthcare Operations
· Field Service Operations
· Fleet management
· Supply Chain
· Industrial automation and process control
· Maintenance and asset management
· Technical field service and maintenance operations
· Other regulated technical environments
Key competencies
· Leadership based on accountability, consistency and clear communication.
· A practical understanding of technical service operations and customer expectations.
· Attention to quality, documentation, safety and regulatory compliance.
· The ability to develop people, address performance issues and maintain service standards.
· Recognise that reliable technical support directly contributes to continuity of patient care and customer confidence.
Remuneration and benefits
· A Cost-to-Company package, dependent on qualifications, experience and demonstrated capability.
Pay: R18 000,00 - R23 000,00 per month
Work Location: In person
