Reports To: Service Centre manager
The Technical and Production Manager oversees the day-to-day operations of our workshop, specialising in payment terminals, barcode scanners, mobile devices, communication devices, Pos and laptops and associated devices. This role combines strong technical knowledge with leadership, process management, data integrity, and customer liaison. You will be responsible for leading the repair team, managing workflow and systems (Tesseract, SMART, Odoo), driving operational efficiency, and maintaining high levels of service quality and client satisfaction.
Key Responsibilities:
Workshop & Technical Management:
Manage day-to-day workshop operations, ensuring timely, high-quality repairs of all incoming devices.
Plan and manage repair & refurbishment workflows, resource allocation, and parts logistics to meet SLA targets and reduce turnaround times.
Lead troubleshooting and root cause analysis of complex technical issues, supporting technicians in developing solutions.
Implement and refine best practices for diagnostics, repairs, testing, and quality control
Management of technical stock in communal and technical locations, ensuring support of accurate system stock.
Ensure adherence to technical standards, operating procedures, and regulatory compliance across the team.
Promote a culture of continuous improvement, identifying and executing opportunities to enhance technical processes, reduce faults, and improve turnaround time.
Data & Systems Management:
Maintain accurate and timely data input and processing in internal systems including Tesseract, SMART, and Odoo.
Monitor and improve data quality relating to work orders, inventory, repair logs, and client history.
Use system data to identify trends, generate reports, and support operational planning and forecasting.
Team Leadership & HR Management:
Lead, supervise, and develop a team of technicians, fostering a positive, accountable, and high-performance culture.
Handle HR responsibilities including performance management, training and development, appraisals, and disciplinaries in line with company policy.
Support technician onboarding and ongoing skills development to meet evolving technical requirements.
Ensure full compliance with health & safety standards and promote best practices across the team.
Customer Liaison & Planning:
Act as the key point of contact for internal customers on technical and planning matters.
Work closely with internal clients to schedule repairs, provide technical advice, and manage expectations.
Collaborate with planning and operations teams at Codeo and Unicomp to align workshop capacity with incoming demand, manage priorities and customer deadlines.
Escalate and resolve technical or service issues in a professional and timely manner.
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people