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Technical Support Manager

Audio Technology
Heliopolis, Cairo
Posted 4 years ago
91Applicants for1 open position
  • 63Viewed
  • 3In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Develop the after sales area within the company through establishing a new strategy to achieve the company’s objectives.
  • Coordinate between the Technical Support and the Service Center in solving any arising conflicts.
  • Work on getting more maintenance contracts to increase the business volume and revenue of the department.
  • Taking ownership of customer issues (only when needed) by handling the reported problems until being solved.
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Develop the team skills to solve all problems in easier, timely, and effective way.
  • Conduct site visits whenever needed with the assigned engineer to visit customers if the problem is unsolved easily.
  • Prepare all reports to evaluate the progress of the problems.
  • Raising all the technical problems to the suppliers & following up with the Service Center manager & the TS team until being solved.
  • Getting all the required Service Manuals & Parts list from the suppliers with coordination with the Service Center Manager
  • Monitoring the usage of the spare parts & coordinating the spare parts orders.
  • Coordinating with the service center manager all the defective items that need to be sent to the suppliers as return for credit or repair & return, packing them properly.
  • Coordinate with the technical support team and the sales department to handle all the required demos for our client.

Job Requirements

  • Engineering background is a plus.
  • 7-10 years’ experience in a managerial position
  • Customer service and negotiation skills.
  • Strong organization skills.
  • Dynamic and initiative person.
  • High level of facilitation skills including interactive/ communication skills
  • Fluent knowledge of Arabic & English languages (written and spoken).
  • Ability to Work under pressure.

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