Regional Manager – Field Services (Gauteng | North West | Free State | Botswana)

We're Hiring: Regional Manager – Field Services (Gauteng | North West | Free State | Botswana)

Business Unit: Merchant Operations Division

Function: Field Services

Reports to: Executive Head: Field Services

Role Purpose

The Regional Manager – Field Services is responsible for leading and optimising regional field service operations across supply chain, warehousing, inventory management, equipment deployment, merchant installations, technical support, inventory upliftment and refurbishment activities.

This role ensures the effective management of the complete hardware lifecycle, delivering high-quality, scalable, and efficient field service operations that maximise device uptime, merchant satisfaction, operational excellence, and revenue continuity in support of the Merchant Division strategy.

Primary Focus

To lead end-to-end regional field service delivery, ensuring the availability, deployment, maintenance, refurbishment, and recovery of payment devices and hardware while driving operational efficiency, compliance, customer satisfaction, and business growth.

Key Responsibility Areas & Associated Tasks

1. Hardware Lifecycle Management

• Lead regional planning and forecasting of equipment, devices, products, and inventory
• Oversee receiving, inspection, warehousing, storage, dispatch, and inventory control
• Manage refurbishment and redeployment of returned devices
• Ensure compliance with procurement, regulatory, risk, and fraud requirements
• Monitor supplier pipelines and mitigate equipment shortages
• Drive asset recovery, reuse, and lifecycle optimisation

2. End-to-End Field Service Delivery & Installations

• Lead workforce planning, scheduling, dispatching, and route optimisation
• Ensure availability of equipment and boot stock to support installations and maintenance
• Oversee merchant installations, upgrades, and software deployments
• Ensure adherence to service level agreements and operational standards
• Analyse field service performance and implement corrective actions
• Manage outsourced field service providers to Lesaka’s standards

3. Device Refurbishment & Quality Assurance

• Ensure effective inspection, testing, grading, and assessment of returned devices
• Oversee refurbishment, repair, replacement, and restoration activities
• Drive quality assurance, configuration, activation, and readiness of devices
• Ensure compliance with PCI, EMVCo, and industry security standards
• Continuously improve refurbishment efficiency and quality outcomes
• Ensure consumables like batteries and chargers are optimally used

4. Operational Excellence & Process Optimisation

• Optimise supply chain, warehousing, field service, and refurbishment processes
• Improve operational systems, workflows, and service delivery models
• Ensure compliance with policies, legislation, and operational standards
• Drive predictive maintenance initiatives and proactive issue resolution
• Improve efficiency, consistency, and customer experience across the region
• Manage Capex and Opex spend within approved budgets
• Review monthly PNL to ensure inefficiencies are timely identified

5. Supplier & Stakeholder Management

• Manage supplier relationships to ensure quality, compliance, and value delivery
• Monitor supplier performance against contractual and operational requirements
• Collaborate with Sales, Product, Customer Care, Customer Experience, Procurement, and Technology teams
• Facilitate feedback loops to improve products, services, and merchant experiences
• Ensure standardised onboarding and training experiences for merchants

6. Asset Recovery & Reverse Logistics

• Lead retrieval and recovery of devices and equipment from merchants
• Manage reverse logistics and refurbishment processes
• Ensure secure data destruction and regulatory compliance
• Maintain asset registers and inventory accuracy
• Manage depreciation, write-offs, and asset lifecycle controls
• Minimise fraud and data security risks associated with returned devices

7. People Leadership

• Build and lead high-performing regional field service teams
• Ensure workforce capacity and operational readiness
• Drive a culture of accountability, performance, and customer focus
• Support training, capability development, and succession planning
• Lead change management initiatives and continuous improvement programmes
• Promote the One Lesaka culture and values
• Ensure adequate performance management, performance reviews and KPI’s are implemented

Key Competencies Required

• Operational Leadership
• Customer-Centric Mindset
• Strategic Planning & Coordination
• Results Orientation
• Problem Solving & Decision Making
• Stakeholder Management
• Supplier Management
• Change Leadership
• High-Pressure Performance
• Team Leadership & Coaching

Experience & Qualifications

Minimum Qualification

• Degree, Technical Diploma, or equivalent qualification in Electrical, Electronic, Mechanical Engineering, or a related field

Minimum Experience

• 4–6 years' experience leading field service operations within banking, fintech, payments, mobile money, or related industries
• Proven experience managing installations, technical support, logistics, and field operations
• Strong operational leadership and stakeholder management experience
• Experience with field service management systems and tools

Preferred Certifications

• ITIL Certification
• Payment Systems Certification
• Relevant IT or OEM Certifications
• Valid Driver's Licence

Our Values

At Lesaka Merchant, we are guided by our core values:

• Integrity
• Collective Wisdom
• Entrepreneurial Spirit
• Ownership
• Bias to Action
• Resilience
• Empathy
• Customer First
• Efficiency
• Meritocracy

Ready to Lead Field Operations at Scale?

If you're a customer-focused operational leader with a passion for service excellence, supply chain optimisation, and high-performing field teams, this is an exciting opportunity to drive impact across Lesaka's Merchant Operations Division.