Tech Support Assistant Manager (Printer)

Job description / Role

Purpose of the Job:

• Plan & Execute Training for Authorized B2B Service Partners in UAE, Qatar, Kuwait, Oman, Bahrain & Yemen.
• Resolving technical issues of Authorised B2B service centers handling IT products (Printer)
• Plan & Execute Training for Contact center on IT Products (Printer).

Key Objectives:

• 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.
• Analysing & preparing counter action to improve repair time & repair result (Repeat repair).
• Optimising the repair cost to improve repair capabiltiy & efficiency.
• Check readiness of new service centers.

Position Responsibilities:

• Key Performance Index

• 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 centres [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 Trainings 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.

Major activities

• Provide solution to technical queries raised by B2B service centre technicians.
• Coordinate with CS Team in HQ-GBM for issues related to service contents, technical issues, technical training or service policies.
• Schedule Onsite Trainings to service centre outside UAE.
. Prioritise visits based on strategic countries & warranty volume.
. Suggest improvement plans to ASC management to improve service infrastructure, tools & technician efficiency.
• Schedule Local Trainings for B2B service partners within UAE
- Investigate actual defect of reported problem and provide solution.
• Monitor and manage quality issues [Weekly]
• Schedule & carryout reworks for units based on information provided by factory

Other activities

• Supporting Sales team by conducting installation training for Merchandiser (Upon request)
• Visiting to the customer site along with B2B service engineer to resolve complicated cases.
• Conduct regular Visit ASC work shop to monitor the Repair procedure.
- Verify the parts used against the defect symptom indicated in system.
- Ensure service technicians use Service check list, apply contact number sticker, check the tools & jig usage, check timely ordering of parts by technicians.
• Supporting B2B clients
- Handling Technical issues or quality issues reported after receiving commissioning report.

Requirements

Qualifications
• Experience, Education and Licensure

• 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
• Language Skills
Preferably English speaker. Ability to respond to common inquiries or complaints from customers, distributors, or members of the business community. Ability to effectively present information to top management, public groups and/or clients.
Can understand and read Arabic.

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.