Technical Service Manager (Marine)

1. Technical Service Delivery & Operations 

• Support & Maintenance: Provide both remote and onsite technical support for navigation (Radar, Gyro Compass, ECDIS, GPS, VDR & etc.) and communication (VSAT, Satcom) systems.
• Installation & Commissioning: Oversee the installation, configuration, and calibration of new and existing equipment, ensuring compliance with maker specifications and international standards (IMO, SOLAS).
• Troubleshooting: Diagnose and resolve complex technical issues, collaborating with manufacturer (OEM) engineers if needed.
• Service Planning: Prepare service scopes, develop maintenance plans, and manage resource loading to meet client timelines. 

2. Client & Account Management

• Customer Satisfaction: Act as the primary technical contact for clients, managing expectations and enhancing satisfaction with service delivery.
• Relationship Management: Build and maintain technical relationships with clients and new prospects.
• Complaint Handling: Resolve customer complaints and technical escalations effectively. 
• Commercial Negotiation: Negotiate with service partners, manufacturers (OEMs), and shipyard representatives for timely and cost-effective services

3. Regulatory Compliance & Documentation

• Safety & Standards: Ensure all work adheres to safety protocols, ISM codes, and flag state requirements.
• Documentation: Maintain accurate records of service reports, fault reports, and repair logs.
• Vetting & Audits: Finalize vetting and audit observations to ensure future compliance. 

4. Project& Resource Management

• Project Coordination: Manage, install, and commission projects from planning to completion.
• Inventory & Spares: Manage the procurement of technical supplies and spare parts to ensure prompt repair services.
• Budgeting: Monitor repair budgets and expenditure, optimizing costs. 

5.  Handling Existing Vendors and Introducing New Agencies

• Agency Evaluation & Selection: Identifying, evaluating, and appointing new technical agencies or service partners, ensuring they meet class and manufacturer standards.
• Onboarding & Compliance: Leading the onboarding process for new vendors, including training them on company standards, providing technical documentation, and establishing workflows.
• Technical Support & Guidance: Providing expert guidance to agency technicians regarding navigation matters (e.g., ECDIS, GPS, Gyrocompasses) as a Master Mariner or similar technical expert.
• Vendor Performance Management: Monitoring the performance of external agencies against KPIs, ensuring high-quality service and cost-effectiveness.
• Regulatory Compliance: Ensuring all new agencies comply with IMO conventions, flag state requirements, and classification society rules.
• Quality Control & Audit: Auditing new and existing agencies to ensure compliance with company protocols and safety standards, closing out any audit findings. 

6. Succession Planning & Mentorship

• To act as the senior technical authority for all navigation, communication, and automation systems, ensuring high-quality, cost-effective service delivery for clients. This role prepares the successor to take over full accountability for the department’s operational performance, technical strategy, team development, and regulatory compliance. 
• Team Development: Train and mentor service engineers and technicians to improve technical competencies. Develop training curricula for service staff to ensure they are updated on the latest navigational equipment.
• Knowledge Transfer: Document procedures and develop technical databases for better analysis and handover of information.
• Performance Management: Set targets, implement guidelines, and conduct performance evaluations for the team.