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Onsite Support and Installation Team Leader (POS)

Onsite Support and Installation Team Leader (POS)

Staff Solutions RecruitmentPort Elizabeth, South Africa
30+ days ago
Job description

Key Responsibilities

Leadership & Team Management

  • Lead, supervise, and coordinate the daily activities of the onsite support and installation team.
  • Allocate tasks and manage technician schedules to ensure timely and efficient deployments.
  • Provide ongoing coaching, mentoring, and technical training to team members.
  • Conduct regular team meetings to review performance, share updates, and address challenges.

Technical Oversight

  • Ensure all installations and support activities meet internal quality standards and client expectations.
  • Provide hands-on support for complex or escalated technical issues, both onsite and remotely.
  • Review and approve installation plans, technical configurations, and service documentation.
  • Stay current with industry trends, especially in POS technologies, and ensure team readiness through continuous learning.

    • Operational Coordination

  • Collaborate with project managers, account managers, and sales teams to plan and execute client deployments.
  • Coordinate logistics related to hardware delivery, software licensing, and site readiness.
  • Maintain accurate documentation across installations, service tickets, and client communications.

    • Client Relationship Management

  • Serve as the senior point of contact during key client installations and support engagements.
  • Manage escalations professionally and ensure timely resolutions aligned with SLAs.
  • Capture client feedback and relay actionable insights to internal teams to drive continuous improvement.

    • Quality Assurance & Reporting

  • Conduct quality checks to ensure all installations and support visits meet standards.
  • Monitor KPIs such as resolution time, response rates, and customer satisfaction scores.
  • Prepare and present performance and operational reports to senior leadership.

    • Compliance & Safety

  • Ensure all onsite activities comply with data security standards and payment industry regulations.
  • Uphold health and safety standards during installations, including proper handling of electrical and network equipment.

    • Skills & Competencies Required

  • Proven leadership experience managing technical or field-based teams.
  • Strong technical knowledge of POS systems, especially in hospitality and restaurant environments.
  • Excellent interpersonal, communication, and conflict resolution skills.
  • Ability to manage multiple projects and priorities under pressure.
  • Familiarity with CRM and ticketing platforms (e.g., Zendesk, Freshdesk).
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    Team Leader • Port Elizabeth, South Africa