Technical Support Manager Required in Dubai - Dubai
Cornelius Hellas Sa
Come join a team where People make the difference! As a part of Marmon Holdings, Inc., a highly decentralized organization, we rely heavily on people with the aptitude, attitude, and entrepreneurial spirit to drive our success, and we're committed to attracting and retaining top talent.
Reporting to the Field Support & Contact Centre Manager - Marmon Link EMEA, the Technical Support Manager is responsible for MFT equipment performance and customer satisfaction in the Middle East region.
This will be achieved by developing and monitoring a network of service agents, securing warranty management, training and technical support to customers, end-users, and service agents, working closely with our Operations and Engineering teams on product issues related to manufacturing and reliability.
Daily duties will include technical assistance support by telephone, email and in person, report generation plus field trip and service analysis. You will work with cross functional departments to solve challenges, improve quality, and reduce warranty spend to meet corporate warranty metrics and goals.
You will be required to travel across the EMEA region as part of this role.
Ownership of customer field support activities; information flow, relationship development and value- added services, provided to customers with the aid of internal cross functional areas such as engineering, operations, and sales.
Manage and develop Authorized Service Agents (ASA) throughout an assigned area of the world.
Address complaints and resolve problems in a timely manner ensuring that the appropriate ASA is providing our customers with a professional service.
Close cooperation with commercial team to achieve company goals and targets.
Perform technical training on MFT products, supporting the creation of market and customer specific documentation using various platforms such as presentations, troubleshooting guides, web forms and videos. Close liaison required with colleagues in the EMEA Technical Support Group and Global Engineering teams on development of training materials to ensure consistency in approach and brand status.
Resolve field issues and problem situations in the field; liaising where necessary with third party suppliers whose equipment / systems interact with MFT products.
Provide reports at specified intervals and upon request.
Other tasks and /or duties as assigned.
Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.
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