Job Detail

Job Description

Overall Responsibility:

The Head of Technical Operations contributes to the overall success of the Company by ensuring all technical aspects of service delivery are well managed and well maintained. This includes making sure new installations are done with a high degree of quality and workmanship, and that all hardware configurations and settings are optimal.


Detailed Responsibility:

• End to end order fulfilment and on MIS and onsite ticket fulfilment as per agreed SOPs and SLAs.
• Project Management of special/high value projects
• Liaise directly with customers on on-going jobs as and when needed and ensure we maintain excellent relationship management and professional engagement etiquette while doing so.
• Supervise and manage the technical back office team and technicians (including regional technicians) to optimise operations as per agreed SOPs and KPIs.
• Ensure health and safety standards within the team.
• Provide analytics with root cause analysis for sensitive customer issues that involve physical intervention.
• Workmanship quality assurance enforcement.
• Have a technical knowledge of hardware, and installation standards of products and hardware. As the Head of Technical Operations, you should be fully conversant with device configurations and settings so that you can install, support, troubleshoot and optimise. This includes signoff from Product Development for any new products. Signoff from PD should be in coordination with the senior technician.
• Assist the management on overall company strategy targets.
• Any other tasks that are delegated by the Service Delivery Manager or General manager. 

The Candidate:

• Technical capabilities in order to be able to manage the programming of various tracking devices and configuration of the online access portal.
• People Management Skills in order to manage the technical team and generally get things done how you want and when you want.
• Customer Relationship Skills in order to maintain our customer focus and maintain our core values.
• Creativity and resourcefulness to always evolving and improving how we get things done and how we can do them faster.
• Able to work with minimal supervision and a high sense of responsibility and personal integrity.
• Must be passionate, insanely aware of the product and the service we intend to deliver.
• Must be energetic, have a positive outlook and be very creative.
• Must be resourceful and innovative in overcoming challenges, a problem solver.
• Must be IT savvy and must understand basic concepts of the product and how it works.

Skills Required

• Communication Tools (e.g. Skype, Zoom, Microsoft Teams, etc)
• Spreadsheets (e.g. Excel, Google Sheets, etc)
• Presentation Tools (e.g. Google Slides, Power Point, etc)