Regional Service Manager, Mahikeng

Join today to apply for the Regional Service Manager role at Protec Fire Solutions ANZ.

Responsibilities

Oversee service delivery across all sites in the region, ensuring adherence to SLAs and departmental standards.

Manage operational efficiency, resource allocation, and scheduling.

Implement process improvements to optimize service performance and cost efficiency.

Manage Area Service Managers and regional service teams, including engineers and supervisors.

Develop and coach staff to maintain high levels of performance and professional growth.

Conduct performance reviews, identify skill gaps, and support succession planning.

Serve as the escalation point for critical customer issues and account disputes.

Ensure consistent customer satisfaction and proactive engagement with key accounts.

Monitor NPS/CSAT scores and implement initiatives to improve client experience.

Own regional Gross Margin (%) and EBIT, ensuring cost‑effective service delivery.

Monitor regional budgets, approve expenses, and identify areas for financial improvement.

Ensure compliance with fire and security standards (NSI/FIA/SSAIB), company policies, and regulatory requirements.

Oversee onboarding of new clients and ensure smooth service transitions.

Support contract renewals by ensuring high‑quality service delivery and client satisfaction.

Work with Service Sales Engineers and Area Managers to maintain and grow client account.

Monitor and report on key operational KPIs including SLA performance, first‑time fix rates, engineer productivity, and customer satisfaction.

Provide regular updates to the Service Operations Manager and Service Director.

Approve and monitor engineers’ overtime to ensure efficient coverage without exceeding budget.

Plan and adjust resources to meet service demand and maintain operational continuity.

Qualifications and Experience Qualifications

Relevant technical or engineering qualification in fire, security, or related field (essential).

Experience

Proven experience in service operations management, preferably in fire and security.

Experience managing multi‑site teams and regional operations.

Familiarity with service contract management, renewals, and client relationship management.

Skills / Abilities

Strong leadership and team management skills.

Excellent customer service and problem‑solving capabilities.

Financial acumen to manage budgets, GM (%), and EBIT.

Knowledge of fire and security service operations, standards, and compliance requirements.

Ability to work under pressure and make operational decisions.

Strong communication and interpersonal skills.

Other

Enthusiasm and willingness to learn.

Flexible in approach to working hours.

A full and valid driving licence.

Commitment to confidentiality and data protection.

Accreditations Trusted by Architects and Contractors

Seniority level Director

Employment type Full‑time

Job function Other

Industries Appliances, Electrical, and Electronics Manufacturing

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