A leading provider of leading-edge technology, communications and data storage, cyber security, and innovative IIOT solutions.

The Role

You Will Be Responsible For

Managing and leading a team of Technical Support Engineers
Ensuring the team provides timely and effective support to clients
Developing and implementing support strategies and processes to optimize customer satisfaction
Collaborating with other departments to enhance support systems and procedures
Monitoring and analyzing support metrics, identifying areas for improvement, and implementing corrective actions
Providing guidance, training, and mentorship to ensure high-quality service delivery
Handling escalated customer issues and providing resolutions
Staying up-to-date with the latest industry trends and technologies
Preparing and presenting reports on support team performance and customer satisfaction

Ideal Profile

Bachelor's degree in Computer Science, B.Tech Engineering, or a related field
Proven experience in a technical support management role (minimum 4 years)
Good understanding of Networking and experience in Wireless Technology will be advantageous
Knowledge of PLC programming and SCADA development will be advantageous
CCNA (Cisco Certified) will be advantageous
CompTIA: A+, N+, S+
Relevant Management certification may be required
Strong technical background and understanding of IT systems
Excellent leadership and people management skills
Ability to deliver presentations to various audiences including colleagues, customers, and industry experts
Customer-focused mindset with strong problem-solving skills
Excellent communication and interpersonal skills
Ability to work well in a fast-paced, team-oriented environment
Experience with support ticketing systems and Customer Relationship Management (CRM) tools
Excellent organizational skills, ability to communicate clearly, and strong problem resolution skills
Travel as business requirements dictate at management discretion
Integrity, Mutual Respect, Customer Focus, Execution.
Strong conceptual abilities
Creativity and project management skills
Technical Account Management skills
Ability to take initiative by suggesting, managing and/or implementing special projects to improve the level of support offered by the entire Technical Support Division
Ability to act as a positive role model for others in their department and division
Ability to diplomatically handle issues with customers by working within and across departments and divisions.
Ability to anticipate needs (e.g. training or documentation) within their department or the Technical Support Division as a whole and take action to meet those needs
Ability to provide guidance and input to others on how to handle escalations. Can manage expectations at all levels of business. Manages multiple escalations simultaneously.

What's on Offer? #J-18808-Ljbffr

Sakhona HR

New Jobs

Technical Support Manager (IT Industrial Automation Industry)