Assistant Manager – Technical Support (Printer)

Job description / Role

We are looking for an Assistant Manager - Technical Support (Printer) for our customer service department. The selected candidate will be responsible for Planing & Executing Training for Authorized B2B Service Partners in UAE, Qatar, Kuwait, Oman, Bahrain & Yemen. Key Objectives and Position Responsibilities include:

Equipping the service center technicians with technical knowledge and Repair know how tips during prior & post launch of product in the market.

Provide training on new IT products to SGE Contact center agents.

Analyzing & preparing counter action to improve repair time & repair result (Repeat repair).

Optimizing the repair cost to improve repair capability & efficiency.

Check readiness of new service centers.

OTC – Check the CS portal for new launching models [Weekly]

Schedule online trainings one week prior to launch of model in region.

RRR – Analyse the repair result of service centers [Weekly]

Download RRR report from system and verify the repeat cases with ASCs on weekly basis.
Prepare counter plan to reduce RRR.

OTF – Check the CS portal for Training conducted by HQ [Weekly]

PVI Statistics creation

Create FAQs (10 ea) & Tech tips (6) [Monthly]

Answer technical queries initiated in GTI menu of CS portal

Monitoring abnormal Parts consumption and suggest new technical tips to reduce consumption.

Requirements

Qualifications

• Experience, Education and Qualification

At least 5 years of extensive experience in IT Industry (Digital Imaging, Printing, computer,Operating systems, hardware & software)

Bachelor’s degree in Electronics and Communication or IT hardware.

Focus on customer oriented solutions

About the Company

Samsung Electronics Co., Ltd. is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, Samsung is transforming the worlds of TVs, smartphones, tablets, PCs, cameras, home appliances, printers, LTE systems, medical devices, semiconductors and LED solutions. Samsung employs 286,000 people across 80 countries with annual sales of US$216.7 billion.