Technical Support managerOne Depot

JOB DESCRIPTION
To enable Copier Knowledge and Management
To create the copier technical support
To introduce New Models that are competitive in the market
Manage Services
To establish and complete the Manage Print Services of the company
To Create the processes required
Billing of customers through Meter Reading of Printer and Copier Equipment installed in the customer premises
Coordinate with Accounting on the Actual Billing of the customers
Equipment Utilization and Management
Recommendation on Repairs vs. Purchase of equipment
Customer Support
External
To understand issues and concerns of the customer and prepare solutions to maintain customer satisfaction
To communicates to customer technical issues and solutions
To prepare equipment, deliver and Install
To bill all customers beyond the SLA with the customer
Internal
To provide technical and product information as required by the sales group
To prepare and assist during customer demonstrations
To communicate pull-out of equipment
To consult and coordinate with other departments (Sales, Accounting, HR) in all items to ensure continuous customer satisfaction bothe external and internal
Others
To understand all new and old contracts with regards to Service Level Agreements in order to deliver the proper and expected SLA by the customer.
Research and Development
To look for new models that will be marketed by the company that will satisfy the needs of the customers with regards to Print Technology requirements
To introduce new technology and ensure supply continuity of equipment (Copier, Printer, spare parts and Consumables) needed
To Identify a steady pool of reliable local and international suppliers with lower cost but high quality
People Management
To create clear job description of technical employees
To create Key Performance Indicators of technical employees
To ensure productivity and efficiency of the technical group in creating Customer Satisfaction
To train technical employees to ensure competency of everyone in handling new and old technologies. Possibly cross training everyone so they are knowledgeable in all aspects of equipment (printer, copier, desktops, laptops, etc.)
To handle proper dispatching of support people whenever needed including on holidays, overtimes, and on-calls
To monitor all equipment and consumables are in order and intact while with the technical employees
To establish a helpdesk management (for the whole company)
Forecasting (Supply Management)
To ensure equipment, spare parts and consumables availability wherever it is needed
Recommendation for equipment purchase and disposal
Logistics (Cross Function)
To coordinate, plan, and schedule delivery of Products with customer and company departments concerned
JOB QUALIFICATION
Male, not more than 55 years old
Graduate of any 4 year course
Background and experienced in an IT field is an advantage
with strong leadership and managerial skills
Experienced in handling a team
willing to work from Monday - Saturday
OTHER JOB REQUIREMENTS
Education
Bachelor's Degree / College Degree
Field of study
Computer Science/Information Technology
Specialization
IT - Network/Sys/DB Admin
JOB BENEFITS
Health Card, Allowance
Managerial