Technical Service Manager (EAST AFRICA)

Technical Service Manager

Job Purpose:  

Responsibility starts with second line technical incidents and problem management for ARDx instrument platforms notably the Pima Analyser and Consumables. Responsible for maintenance of technical database and the provision of information regarding the managing of technical issues and Incidents.  Responsible for escalating technical enquiries, product complaints to third line technical support (manufacturer). 

Duties and Responsibilities:

• Maintain and develop Alere Healthcare’s (South Africa) technical services culture, values and reputation with all clients and partners.
• Provide input to the development of Technical Services strategy.
• Plan, organize, lead and control the activities of the technical services department of ARDX
• Establish and grow information base for Alere Instruments marketed in the African region.
• Plan, direct and manage daily activities of the technical services department.
• Align performance objectives for the technical services department within ARDx
• Communicate with Alere Healthcare’s (South Africa) management to obtain inputs for the development of the technical services strategy.
• Establish standards, policies, and procedures that govern all the functions within the technical services department.
• Implement strategic direction for the technical service department in line with ARDx (South Africa) business objectives.
• Implement the Alere Healthcare’s (South Africa) technical service strategy for the PIMA analyser, and thereafter all Alere instruments as they are launched in the ARDx (EA / African region.
• Proactively communicate with Alere Healthcare’s (South Africa) management for alignment with technical services strategy.
• Report to Alere Healthcare’s (South Africa) Management on plan and performance.
• Effectively utilize all technical service department resources.
• Ensure continuous performance improvement throughout the technical services department through innovation and improved work efficiencies.
• Establish performance monitoring systems, processes and service efficiencies that constantly gauge customer satisfaction.
• Develop the understanding of technical service department potential.
• Monitor and manage the performance of all areas within the technical service department to ensure the achievement of business objectives.
• To be the penultimate point of escalation regarding any technical problems that negatively impacts the technical service levels and customer satisfaction.
• To provide technical assistance to equipment users. To answer questions or resolve equipment problems for clients in person, via telephone or from remote location.
• To provide technical and service training for PIMA-System
• Manage customer relationships and expectations with respect to PIMA- System support.
• Implement quality systems such as ISO.
• Implement a 24-hour hotline that will act as a service call centre for IMI system related issues
• The identification of required development staffing levels and skills to deliver technical services objectives.
• The measurement and maintenance of staff performance in technical service department.
• The management and development of staff to achieve ARDx objectives in line with effective succession planning and staff retention.
• The motivation and engagement of staff in technical services department.
• Mentoring and leadership of staff development.
• Propose & Agree budget for the technical services department.
•  Identify and manage service components and their relative costs.

• Monitor, evaluate and report on technical services department budget in line with Customer Services objectives.
• Responsible for implementing and maintaining the effectiveness of the Alere Quality System

Minimum Level of Education:  

• Master of Business Administration

Qualifications / Training Required:

• TERTIARY QUALIFICATION IN BIOMEDICAL ENGINEERING OR RELATED

Prior Experience:

• At least 3 Year's as a Team lead or Managerial role looking after a team of Engineers.

Competencies Required: 

• Interpersonal skills
• Business skills
• Leadership and project management skills
• Strategic agility
• Communication skills
• Problem-solving skills
• Change management skills
• Risk management skills

Technical skills required: 

• Microsoft Excel Software
• PIMA- System Support Skills
• Basic Computer Skills
• IMI Software Skills

Language skills required: English