Technical Service Manager at Hire Resolve

Job Description

• Hire Resolve's client is seeking an experienced Technical Service Manager to lead and manage the Technical Department.
• The successful candidate will oversee technical support, network commissioning, maintenance, repairs and after-sales service, ensuring high service standards, SLA compliance and continuous operational improvement.
• This role requires a hands-on leader with strong technical knowledge, proven management experience and a customer-focused approach.

RESPONSIBILITIES

• Lead and manage the Technical Department and oversee daily operations.
• Ensure high-quality technical support, equipment commissioning, repairs and after-sales service.
• Monitor SLA compliance, response times and customer satisfaction.
• Oversee network commissioning, maintenance schedules, callouts and technical projects.
• Implement quality control processes and monitor manufacturing and field faults.
• Identify recurring technical issues and communicate findings to R&D.
• Manage the service and repairs workflow, targeting a three-day repair turnaround.
• Monitor stock control, inventory accuracy, costs and departmental productivity.
• Develop and improve departmental policies, procedures and operational systems.
• Manage standby services and ensure compliance with response-time requirements.
• Plan resources, maintenance, upgrades and commissioning activities.
• Train and develop technical staff and maintain customer training programmes.
• Prepare weekly management reports and monthly EXCO reports.
• Manage recruitment, performance and departmental staffing requirements.
• Coordinate with Production, Sales, Accounts and Stores.

REQUIREMENTS

• Strong technical background in electronic systems and network infrastructure.
• Proven experience in technical leadership and operational management.
• Experience managing technical support, repairs, commissioning and maintenance.
• Knowledge of quality control, fault management and process improvement.
• Strong analytical, reporting and problem-solving skills.
• Excellent customer service and communication skills.
• Experience managing staff, performance and resource allocation.
• Ability to manage SLAs, operational risks and compliance requirements.
• Hands-on, organized and performance-driven approach.
• Ability to work across departments and manage competing priorities.