Technical Service Manager

2 months ago

Dubai, United Arab Emirates Sanford Middle East DWC Full time

As a Technical Service Manager specializing in Electronics and Home Appliances, you will lead a team of skilled technicians to provide exceptional technical support and assistance to customers. Your expertise in troubleshooting and resolving technical issues will be critical in ensuring customer satisfaction and maintaining product integrity. You will play a key role in driving continuous improvement in technical service operations and enhancing the overall customer experience.

**Responsibilities**:

- Team Leadership and Development:

- Lead, coach, and mentor a team of technical support specialists to deliver high-quality technical assistance to customers.
- Provide guidance and support to team members in diagnosing and resolving technical issues efficiently.
- Coordinate training programs to ensure that team members stay updated on product knowledge, troubleshooting techniques, and best practices.
- Technical Support:

- Oversee the handling of technical inquiries and support requests from customers regarding electronic devices and home appliances.
- Troubleshoot complex technical issues and provide timely and accurate solutions to ensure customer satisfaction.
- Collaborate with cross-functional teams including product development and engineering to address product-related issues and enhance product performance.
- Process Improvement:

- Develop and implement strategies to streamline technical service processes and improve efficiency.
- Evaluate existing procedures and workflows to identify areas for optimization and enhancement.
- Implement tools and technologies to enhance the effectiveness and productivity of technical support operations.
- Quality Assurance:

- Establish quality standards and performance metrics for technical service operations.
- Conduct regular audits and evaluations of technical support interactions to ensure compliance with quality standards and customer service policies.
- Implement measures to address customer feedback and improve the overall quality of technical support services.
- Reporting and Analysis:

- Generate reports and analyze data related to technical service performance, including response times, resolution rates, and customer satisfaction scores.
- Utilize insights from data analysis to identify trends, patterns, and areas for improvement in technical support operations.
- Present findings and recommendations to senior management to support strategic decision-making and continuous improvement efforts.
- Custodian of Regional spare parts.

Qualifications:

- Bachelor's degree in Electrical Engineering, Computer Science, or related field.
- Proven experience in technical service management, preferably in the electronics or home appliances industry.
- Strong leadership skills with the ability to inspire and motivate a team of technical professionals.
- Excellent technical knowledge and troubleshooting skills related to electronic devices and home appliances.
- Solid understanding of customer service principles and practices.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Ability to thrive in a fast-paced environment and adapt to changing priorities.
- Certification in relevant technical fields or project management is a plus.

Join our team and leverage your technical expertise to drive excellence in technical service delivery and enhance the overall customer experience

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