Pretoria: Head of Maintenance and Support posted by iOCO Digital Pty Lty

We are seeking a highly experienced Head of Maintenance and Support to lead and oversee all maintenance and service operations, ensuring profitable, timely, and high-quality delivery in line with service level agreements. The role involves managing the technical support team, coordinating with engineering resources, and driving continuous improvement in maintenance demand management, auditing, and system integrity.

What you’ll do:

• To perform day to day management of the Customer Support technical team (including assignment and scheduling of tasks, approval of leave and performance management).
• Interfacing with the engineering team and the engineering manager to allocate and organise resources applied to projects to ensure efficient and effective SLA execution and value addition to client though deployment of new services, opportunities, upgrades and hardware.
• Mentoring of M & S technical staff.
• Individual interaction with projects and engineering staff to build and reinforce the company culture of embracing diversity, operational excellence and teamwork.
• Operational management of Maintenance and Services Department, including assigning tasks/projects, leave approvals, mentoring, etc.
• Financial governance/oversight of all EM/EI maintenance and services undertakings to ensure maximum profitability for the business unit.
• Participation in the negotiation of new and renewal SLAs and contracts in order to ensure maximum profitability and sustainability.
• Engagement with all SLA clients in order to maintain customer relations and other related SLA obligations
• Quality assurance and control with particular emphasis on conformance to customer expectations
• Participation in the establishment, organization and implementation of short- and long-term goals, objectives, policies and operation procedures.
• Risk management, including technical, contractual, financial, Health & Safety and schedule risks, as well as effective change management.

Your Expertise:

• Function related experience: 8+ relevant years of technical management experience on electronic/electrical engineering projects and systems
• Leading teams: 3 years
• Management experience: 3 years
• Electrical or Mechanical Engineering experience and skills
• Smart grid knowledge and experience
• Problem diagnosis and troubleshooting of smart meter and related devices
• Budget management and optimization
• Negotiation skills
• Management experience i.e. delivering through teams, instilling a culture of discipline and strong governance

Qualifications:

• Essential Qualifications:
  • Matric Certificate
  • BSc Engineering degree or similar
  • Recognised training required by the Occupational Health and Safety Act and Regulations, Act 85 of 1993, including inter alia Responsibilities of employers, HIRA, Incident Investigations, Construction regulations.
• Preferred Qualifications:
  • Eng registration (with ECSA or similar equivalent professional body)
  • ORHVS