Job Description

Technical Manager – Office Printing

Imaging Division | Nairobi, Kenya | Office Automation & Printing Industry

DEPARTMENT

Imaging

REPORTS TO

Head – Imaging

LOCATION

Nairobi, Kenya

EMPLOYMENT TYPE

2-Year Renewable Contract

INDUSTRY

Office Automation & Printing

EXPERIENCE

10+ Years

1. POSITION SUMMARY

We are seeking an accomplished and commercially minded Technical Manager – Office Printing to join our Imaging Division in Nairobi, Kenya. This is a senior leadership role that blends deep technical expertise in copier and managed print technology with a strong commercial orientation. The successful candidate will oversee the full lifecycle of technical operations across both outright sales and leasing fleets, drive service revenue growth, and act as a critical bridge between the technical team, the sales function, and clients at all organisational levels.

This role is ideally suited to a seasoned professional who thrives in a fast-paced, results-driven environment, stays current with evolving office printing and document management trends, and possesses the leadership presence to inspire high-performance technical teams while engaging confidently at the C-suite level.

2. KEY RESPONSIBILITIES

A. Technical Operations & Leadership

• Lead, mentor, and manage the technical department, setting performance standards and fostering a culture of accountability and continuous improvement.
• Be a hands-on technical leader – personally intervene to diagnose and resolve complex, major technical issues on large copier and MFP fleets.
• Develop and enforce preventive maintenance schedules to maximise fleet uptime and minimise customer downtime.
• Ensure all field engineers are trained, certified, and kept current with evolving product technologies and manufacturer specifications.
• Leverage AI-powered diagnostic and predictive maintenance tools to enhance operational efficiency and reduce mean time to repair (MTTR).

B. Spare Parts & Inventory Management

• Manage spare parts procurement, stocking levels, and inventory accuracy to ensure adequate support for both outright sales MIFs and leasing MIFs.
• Establish and maintain optimal stock replenishment cycles, minimising parts shortages while controlling holding costs.
• Implement robust stock control and tracking systems, ensuring full inventory visibility and audit readiness.

C. Revenue Generation & Commercial Contribution

• Carry and achieve a defined secondary sales revenue target, identifying and pursuing upsell and cross-sell opportunities within the existing customer base.
• Generate new service revenue streams through value-added offerings including managed print services, document management, and workflow automation solutions.
• Conduct customer engagement sessions and technical discovery meetings to uncover latent needs and develop tailored solutions.

D. Sales Support & Solutions Development

• Collaborate closely with the sales team to develop comprehensive, market-aligned solutions that address customer pain points in office printing environments.
• Support the preparation and submission of Requests for Proposal (RFPs), providing technical accuracy, solution design input, and competitive positioning insights.
• Participate in customer presentations and demonstrations, articulating complex technical concepts clearly to both technical and non-technical audiences.
• Advise the sales team on product positioning, competitive advantages, and market trends to improve win rates and proposal quality.

3. REQUIRED QUALIFICATIONS

• Minimum 10 years of progressive experience in the office automation and printing industry, with significant tenure in a senior technical or technical management role.
• Demonstrable hands-on experience in the repair, maintenance, and management of large fleets of copiers, MFPs, and related printing equipment.
• Proven track record in managing technical teams and delivering measurable improvements in service quality, uptime, and customer satisfaction.
• Strong working knowledge of print management software platforms (e.g., PaperCut, MyQ, Equitrac, uniFLOW, or equivalent).
• Solid understanding of document management systems (DMS) and workflow automation solutions.
• Proficiency in IT networking concepts relevant to print environments (TCP/IP, Active Directory integration, cloud printing, network segmentation).
• Demonstrated commercial acumen with experience in revenue generation, RFP responses, and client-facing solution design.
• Willingness and ability to relocate to Kenya or East Africa (if not already based in the region).

4. PREFERRED QUALIFICATIONS

• Bachelor's Degree in Engineering, Information Technology, Computer Science, or a related technical or scientific discipline.
• Master of Business Administration (MBA) – a significant added advantage for candidates who combine technical depth with strategic business thinking.
• Manufacturer-level certifications from recognised OEMs such as Konica Minolta, Ricoh, Canon, Kyocera, Xerox, or equivalent.
• Formal training or certification in print management and managed document services (MDS).
• Exposure to East African or broader sub-Saharan African business environments is advantageous.

5. TECHNICAL SKILLS

• Advanced-level diagnosis and repair of A3/A4 mono and colour devices across multiple OEM platforms.
• Hands-on experience with enterprise print management and cost-recovery solutions.
• Knowledge of ECM, DMS, and BPM platforms; ability to design and present workflow automation solutions.
• Comfortable working with IT teams on print server configurations, network printing protocols, and cloud-based print infrastructure.
• Ability to leverage AI tools for predictive maintenance, efficiency improvement, and customer reporting.
• Experience managing large MIFs including CMYK consumables forecasting, meter reporting, and SLA management.
• Advanced proficiency in Excel, PowerPoint, and relevant ERP/service management software.

6. BEHAVIOURAL COMPETENCIES

• Leadership & Team Development: Inspires, coaches, and holds technical teams accountable while cultivating a collaborative and high-performance culture.
• Customer Focus: Builds trusted relationships at all levels of client organisations, from IT managers to C-suite executives.
• Commercial Acumen: Understands the commercial drivers of the business and proactively identifies revenue opportunities.
• Communication & Presentation: Articulates complex technical concepts clearly and compellingly to diverse audiences.
• Negotiation & Influence: Skilled negotiator who can secure favourable outcomes in commercial and procurement discussions.
• Problem Solving & Analytical Thinking: Approaches challenges methodically with a solutions-first mindset.
• Adaptability & Resilience: Thrives in dynamic environments and navigates change with composure and strategic agility.
• Industry Awareness: Maintains an up-to-date understanding of market trends, competitive landscape, and emerging technologies in office printing.

7. KEY PERFORMANCE INDICATORS (KPIS)

Key Performance Indicator	Target	Review Frequency
First Call Resolution Rate	≥ 85%	Monthly
Fleet Uptime / Machine Availability	≥ 95%	Monthly
Mean Time to Repair (MTTR)	< 4 hours	Monthly
Spare Parts Inventory Accuracy	≥ 98%	Quarterly
Secondary / Service Revenue Target	As per annual plan	Monthly
Customer Satisfaction Score (CSAT)	≥ 4.0 / 5.0	Quarterly
Team Training & Certification	100% compliance	Annually
RFP Submission Rate	≥ 90% on time	Quarterly
Preventive Maintenance Compliance	100% of schedule	Monthly

8. REPORTING STRUCTURE

The Technical Manager – Office Printing reports directly to the Head of Imaging and is responsible for leading the Imaging Technical Department, which includes field service engineers, technical support staff, and spare parts/inventory personnel. The role interfaces regularly with the Sales Department, Finance, and Supply Chain functions.

9. CAREER GROWTH OPPORTUNITIES

This role offers a compelling platform for a high-performing individual to grow within a dynamic organisation in one of Africa's most vibrant technology markets. Career progression pathways include:

• Head of Imaging / Head of Technical Services
• Strategic Product & Solutions Management roles

The organisation is committed to investing in the professional development of its leaders through manufacturer training, industry conferences, and leadership development programmes.

10. WORKING CONDITIONS

Primary work location: Nairobi, Kenya with travel across the East African region as required.

Standard business hours apply; however, flexibility is required given the nature of field service and customer escalations.

Regular travel to customer sites, partner offices, and regional branches is expected.

Employment is on a 2-year renewable contract basis, subject to performance review.

The successful candidate must be legally authorised to work in Kenya or able to obtain the necessary work authorisation.

11. COMPENSATION & BENEFITS

Compensation is competitive and negotiable based on the successful candidate's qualifications, experience, and current market benchmarks. The total package will be discussed transparently during the selection process and is designed to attract top-tier talent in the East African market.

Indicative benefits may include:

• Competitive base salary (negotiable with the successful candidate)
• Performance-linked bonus tied to revenue and operational KPI achievement
• Medical insurance coverage
• Annual leave entitlement as per Kenyan employment law
• Professional development and manufacturer certification support
• Relocation assistance for candidates based outside Kenya (subject to discussion)

12. EQUAL OPPORTUNITY STATEMENT

We are an equal opportunity employer and are committed to building a diverse, inclusive, and equitable workplace. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity, national origin, disability, age, or any other characteristic protected by applicable law.

13. APPLICATION INSTRUCTIONS

Qualified and interested candidates are invited to submit the following:

• An updated curriculum vitae (CV) / résumé highlighting relevant technical and commercial experience.
• A concise cover letter (no more than one page) articulating why you are the ideal candidate for this role.
• Details of your current and expected compensation package.
• Availability / notice period.

Applications should be submitted via the relevant job portal or directly to the hiring team as indicated in the specific posting. Shortlisted candidates will be contacted for an initial screening interview, followed by a technical assessment and final panel interview.

We appreciate all applications; however, only shortlisted candidates will be contacted. The position will remain open until a suitable candidate is identified.