Product Support Manager

2 weeks ago


Pretoria, Gauteng, South Africa Smart Worx Group Full time

KEY AREAS OF RESPONSIBILITY

  • Customer Support
  • Training (internal and external)
  • Product testing
  • Managing Product Support team. KEY RECEIVERS
  • Customers
  • Sales Team
  • Support Staff
  • R&D FUNCTIONAL OUTPUTS/

ACTIVITIES:

  • Product Support: o Product Testing
  • Provide input into the drafting of product manuals and pamphlets (included in product packaging)
  • Review material supplied to customers for accuracy and completeness o Manage the Product Specialists
  • Ability to trouble shoot and/or resolve technical product issues.
  • Customer Support: o Ensure excellent quality support via telephone, over the counter & onsite.
  • Manage the support ticketing system with tiers of support levels, adhering to SLA's on all tickets
  • Manage the Customer Support Team
  • Maintain constant communications with the customer until the technical issue is resolved.
  • Prepare technical reports for customers, detailing the nature of the problem and the proposed solutions.
  • Prepare weekly reports for the CTO, detailing the nature of the calls received, the proportion escalated to Tier 2 / Tier 3, solutions and time to resolve

Training:

  • Provide internal training on all Products.
  • Ensure that the Product Support Team receives regular and sufficient training.
  • Create training programs for clients.
  • Create (in conjunction with marketing):
  • Product tutorials o Training videos
  • Webinars o Ensure all new customers are trained on relevant products.
  • Maintain internal and external training manuals

General:

  • Adhere to company values, policies and procedures.
  • Build and maintain good internal and customer relationships
Academic and trade qualifications B Tech or technical Diploma or equivalent in Electronics or IT Fields Work experience and skills

5 Years' experience managing a team in a technical environment.

Personal characteristics and behavioral traits

  • Good interpersonal skills
  • Ability to interact with staff across all departments / levels and with customers.
  • Ability to work under pressure.
  • Excellent communication skills (preferably English and Afrikaans)
  • Team Leader Competency set
  • Strong technical skills


Accuracy
  • Devotion to quality
  • Planning
  • Performing under pressure
  • Social Skills
  • Organizational Skills
  • Sensitivit

Salary:
R40, R50,000.00 per month

Ability to commute/relocate:

  • Gauteng, Gauteng: Reliably commute or planning to relocate before starting work (required)


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