Careers at maxwell+spark

Job Description:

The Lead Technician is responsible for coordinating and overseeing the daily operations of the field service team, ensuring superior customer service, high-quality maintenance and repairs, efficient scheduling, and effective communication with clients. This role leads by example, drives continuous improvement, and ensures technical excellence in all after-sales service delivery.

Focus Area 1

Team Leadership & Technical Coordination

Main Responsibilities

• Supervise and coordinate daily field service activities.
• Assign work schedules, coordinate dispatching and ensure timely task execution.
• Monitor team performance (KPI’s), set expectations, and provide coaching for development.
• Support technicians with technical troubleshooting and problem solving.
• Keep up to date with workshop repairs ensuring communication with customers. When needed, manage the repair.
• Ensure maintenance of breakdown tracking sheets.

Focus Area 2

Customer Service & Relationship Management

Main Responsibilities:

• Serve as primary point of contact for customers regarding any After Sales requirements.
• Address and resolve customer complaints professionally and promptly.
• Build and maintain strong client relationships to enhance customer satisfaction.
• Communicate repair statuses and warranty information to clients.
• Handle customer inquiries and facilitate resolution of any issues.
• Lead the execution of product knowledge sessions and customer education when required.
• Conduct regular customer visits as required.
• Attend site meetings as needed, providing technical guidance and reporting back to the sales and engineering teams based on customer feedback

Focus Area 3

Quality, Safety & Compliance

Main Responsibilities:

• Ensure all service work complies with safety standards, correct PPE usage, and quality requirements.
• Conduct service assessments and evaluate workmanship.
• Perform site visits when required to oversee quality standards and generate detailed reports.

Focus Area 4

Inventory and Asset management

Main Responsibilities:

• Ensure maintenance of appropriate vehicle stock levels and request spare parts.
• Ensure regular stock takes and cycle counts are done accurately and timeously.
• Oversee and assist with insurance claim forms and ensure documentation is accurate and submitted timeously to management for claims to be registered.
• Ensure that vehicle inspections, service logs, and tool control are being performed and reported by the regional leads.
• Ensure all service vehicles are serviced and maintained to required standards, remain fully functional and adequately equipped, and that any faults, damages, or irregularities are reported to management in accordance with company procedures.

Focus Area 5

Reporting & Continuous Improvement

Main Responsibilities:

• Prepare monthly and weekly reports on KPI’s as needed. (e.g., overtime, job status, parts usage, customer feedback)
• Partner with management to analyse field performance and implement process improvements.
• Drive initiatives to increase service efficiency and quality outcomes.
• Ensure all field work complies with company technical standards, quality policies, and safety regulations.
• Oversee and coordinate team activities to maintain ongoing preparedness and compliance for internal and external audits across field operations.
• Participate and report back on root cause analyses of major product or service issues in the field.

Requirements:

Matric (Grade 12).

National Diploma or Degree in Electrical, Mechanical, or Operations Management.

Valid driver’s license and willingness to travel nationally.

Minimum 5 years in field service operations or technical field.

Minimum 2 years in a management role/supervisory.

Proven experience managing distributed teams and service providers.

Technical Skills & Competencies:

Strong understanding of field service operations, breakdown management, and customer support structures.

Strong reporting, record-keeping and administrative skills.

Ability to interpret technical information and ensure adherence to repair standards.

Fleet and asset oversight experience.

Proficiency in Microsoft Excel, Power BI, and reporting tools.

Ensures adherence to safety protocols and quality standards. (ISO 9001, OHS).

Ability to lead, coach, mentor and develop field technicians.

Strategic planning and organisational skills.

Commitment to delivering excellent service and resolving customer issues effectively.

Clear and professional communication with clients, technicians, and management.

Quick and logical in troubleshooting and resolving technical challenges.