SUPERVISOR – TECHNICAL & FIELD OPERATIONS

KEY RESPONSIBILITIES

1. Team Supervision & Coordination

• Supervise technical and field-based employees across different locations.
• Allocate daily assignments and ensure employees clearly understand their responsibilities.
• Monitor staff attendance, punctuality, productivity and conduct.
• Follow up on completion of assigned jobs and ensure work is delivered within agreed timelines.
• Provide technical and operational guidance to team members where appropriate.
• Coach, mentor and develop team members to improve performance.
• Identify performance gaps and recommend appropriate corrective action.
• Promote professionalism, accountability and teamwork across the field teams.

2. Field Operations Management

• Coordinate daily field operations, including equipment installations, maintenance, repairs and customer service assignments.
• Conduct regular field visits to monitor employees and assess the quality of work being undertaken.
• Ensure technicians are appropriately deployed based on workload, location and technical requirements.
• Monitor the progress of outstanding service calls and ensure timely closure.
• Identify recurring operational challenges and recommend practical solutions.
• Ensure appropriate tools, equipment, spare parts and other resources are available for field assignments.
• Monitor proper use and care of company equipment, tools and vehicles.

3. Customer Service & Technical Support

• Ensure field teams maintain high standards of customer service.
• Support the resolution of escalated customer complaints and technical issues.
• Follow up on unresolved technical issues until satisfactory resolution is achieved.
• Coordinate with customers regarding service visits, installations and maintenance schedules.
• Ensure customer feedback is captured and communicated to management.
• Monitor customer service turnaround times and identify areas requiring improvement.

4. Multi-Location Staff Management

• Maintain regular communication with employees working outside the main office.
• Conduct scheduled and unscheduled visits to regional teams and operational locations.
• Ensure staff working in different branches and field locations remain aligned with company policies, procedures and operational expectations.
• Coordinate staff deployment between locations when required.
• Monitor the operational needs and challenges of teams working in different regions.
• Provide management with regular updates on regional staffing and operational matters.

5. Performance Management & Reporting

• Monitor individual and team performance against agreed targets and service standards.
• Maintain accurate records of field activities, assignments and completed jobs.
• Prepare weekly and monthly operational reports for management.
• Track outstanding jobs, turnaround times, customer complaints and service issues.
• Identify trends affecting team productivity and service delivery.
• Participate in performance reviews and provide objective feedback on team members.
• Recommend training and development needs for technical and field staff.

6. Inventory, Equipment & Asset Management

• Monitor the use and movement of technical equipment, tools and spare parts.
• Ensure company assets assigned to field employees are properly maintained and accounted for.
• Work closely with stores/procurement teams to ensure technicians have the required materials and spare parts.
• Report losses, damages, misuse or other asset-related concerns promptly.
• Support proper documentation of equipment issued to employees and customers.

7. Health, Safety & Compliance

• Ensure field teams comply with company policies and operational procedures.
• Promote safe working practices during installations, repairs and field assignments.
• Identify and report safety and operational risks.
• Ensure incidents and workplace concerns are promptly escalated.
• Ensure employees maintain professional standards when representing the Client at customer premises.

8. Cross-Functional Coordination

• Work closely with the Sales, Finance, Procurement, Stores and Administration teams.
• Coordinate with Sales teams to support customer installations and technical requirements.
• Provide technical and operational feedback to management.
• Support the effective handover of customers and projects between sales and technical teams.
• Participate in operational meetings and contribute to continuous improvement initiatives.

QUALIFICATIONS & EXPERIENCE

Minimum Qualifications

• Diploma or Bachelor's degree in Information Technology, Telecommunications, Business Administration, Operations Management or a related field.
• 10–15 years of relevant professional experience.
• At least 6 years' experience supervising technical, field or service teams.
• Demonstrated experience managing employees across multiple locations.
• Experience in a technical service environment involving printers, photocopiers, office automation equipment, ICT systems, ETR/POS equipment or related technology will be highly advantageous.
• Previous experience in a customer-facing technical service environment is preferred.
• Valid driving licence is strongly preferred.

KEY COMPETENCIES

The successful candidate should demonstrate:

• Strong people and team management skills
• Technical understanding and practical problem-solving ability
• Strong field operations management
• Customer service orientation
• Accountability and ownership
• Good judgement and decision-making
• Strong communication and interpersonal skills
• Ability to manage teams across different locations
• Conflict resolution skills
• Planning and organisational ability
• Ability to work under pressure
• High level of integrity and professionalism
• Strong follow-through and attention to detail

TRAVEL REQUIREMENT

·       This is a field-based supervisory position and not a purely office-based role.

·       The successful candidate must be willing and able to travel regularly to locations where the Client’s employees, branches, customers and service assignments are based.

·       The Supervisor is expected to maintain regular physical engagement with field teams, rather than managing the entire team remotely.

PERSONAL ATTRIBUTES

We are looking for a mature, experienced and hands-on supervisor who is comfortable taking ownership, working with technical teams, interacting with customers and travelling to different locations to ensure operations run effectively.

The successful candidate should be someone who can lead from the front, solve problems, hold people accountable and maintain strong relationships with both employees and customers.

Apply via: https://forms.gle/EfXwkLLDq4N2nwSq5