Maintenance Supervisor

The Maintenance Supervisor is responsible for supervising the maintenance repair and operational readiness of the companys POS devices and related devices. The role ensures high device availability timely issue resolution effective technician performance and compliance with service-level agreements.
1) POS maintenance operations:

• Supervise the daily preventive and corrective maintenance activities for POS devices and related peripherals.
  
• Ensure maintenance requests repairs replacements and device retrievals are completed within the agreed service-level agreements.
  
• Monitor POS availability downtime repair turnaround time and recurring device failures.
  
• Ensure repaired devices are properly tested and meet the required quality standards before being returned to service.
  
• Develop and maintain preventive-maintenance schedules to reduce device failures and service interruptions.
  
• Ensure all maintenance activities and device updates are accurately recorded in the relevant systems
  

2) Team supervision and development:

• Supervise guide and support maintenance technicians in their daily activities.
  
• Assign tasks and distribute workloads according to operational priorities geographical coverage and technician capacity.
  
• Monitor team productivity quality of work response times and adherence to SLAs.
  
• Provide technical guidance coaching and on-the-job training to improve team capability.
  
• Conduct regular performance reviews and provide clear constructive feedback.
  
• Identify technical skill gaps and recommend suitable training and development actions.
  
• Ensure adequate team coverage for urgent incidents and operational requirements.
  

3) Incident and problem management:

• Manage the escalation and resolution of critical or high-impact POS incidents.
  
• Prioritize incidents based on severity merchant impact and business urgency.
  
• Conduct root cause analysis for recurring or major device failures.
  
• Develop and follow up on corrective and preventive actions to reduce repeat incidents.
  
• Maintain accurate incident records escalation details actions taken and final resolutions.
  
• Escalate unresolved technical issues to vendors or relevant internal teams when required.
  

4) Vendor and stakeholder coordination:

• Coordinate with external vendors for POS repair spare parts and warranties.
  
• Work closely with internal teams (Sales Customer Service warehouse) to resolve issues impacting merchants.
  
• Ensure vendor SLAs are met and services delivered efficiently.
  

5) Leadership and organizational capability:

• Prepare daily/weekly/monthly reports on maintenance performance.
  
• Recommend process improvements to enhance operational efficiency.
  
• Analyze maintenance trends and recurring issues to identify operational risks.
  

Requirements

• Bachelors degree in related field.
  
• 5-7 years of experience in maintenance technical support or field operations (preferably in fintech telecom or banking).
  
• Experience within the fintech payment services banking or telecommunications sectors is preferred.
  
• Previous experience supervising technicians or coordinating field-maintenance teams is strongly preferred.
  
• Practical experience with POS terminals payment devices connectivity issues and related peripherals.
  

Benefits

• Embark on an exciting journey with the Fin-Tech Experts.
  
• Join a workplace that actively encourages and supports all talents.
  
• A support system where you have a safe place to voice your opinion share feedback and be your true authentic self.
  
• Join us in our mission to accelerate financial inclusion and make financial freedom accessible to all.