Product Support Manager
2 weeks ago
Gauteng, Roodepoort
- RNEG
Our Client in the Technical and IT Industry focused on Security is seeking a Product Support Manager based in Roodepoort
**Minimum requirements**:
- BTech or Technical Diploma or Equivalent in Electronics or IT field
- 5 Years’ experience managing a team in a technical environment
Job Specifications:
- 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
- Manage the Product Specialists
- Ability to troubleshoot and/or resolve technical product issues
- Ensure excellent quality support via telephone, over the counter & on-site
- 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
- Provide internal training on all Amecor Products
- Ensure that the Product Support Team receives regular and sufficient training
- Create training programs for clients
- Product tutorials
- Training videos
- Ensure all new customers are trained on relevant products
- Maintain internal and external training manuals
- Adhere to company values, policies and procedures
- Build and maintain good internal and customer relationships
**Consultant**:
**Elizabeth Grobbelaar**
**- Dante Personnel**
**Johannesburg**
***
***
- For more information please contact:
- Elizabeth Grobbelaar
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