Technical Support Manager
1 week ago
**Reference**: NB 7553
**Consultant**: Nine Broodryk
**Descriptions**:
Facilitate and manage the support and repairs teams of the company in both CPT and JHB
Set targets and goals for both repairs and support staff
Handel escalations from support and repair staff
Provide accurate and efficient technical support on company batteries via telephone and in person
Assist installers and end users with firmware updates via telephone and remote login
Provide feedback to installers and customers on battery repairs, upgrades and new developments
Keep up to date with industry trends and changes
Offer suggestions for continuous improvements to the products
Standby for escalations from standby support technicians
Attend training as required
Enforce that registered installers receive training relating to the installation of company products
Attend site visits
Coordinate site visits for field technicians
Respond to tickets escalated within the time stipulated by the system
Provide detailed reports of faults and failures to head of development for continuous improvement
Report to COO on repairs and support targets for improvement and performance measurements
Report to COO on improvement and delays in support for improvement
Communicate with Production manager on product failures for prevention and improvement
Communicate with store manager with regards to forecasts of stock required by repairs and support teams
Co-ordinate with finance department for approvals of high value credits and RMA’s
**Qualifications**:
Tertiary education - Electronic/Electrical Engineering
At least 5-10 years relevant technical experience
Excellent verbal and written communication skills
Able to work in a team as well as independently when needed
Strong time management and organizational abilities.
Productive and output driven
Technical knowledge
Manage teams
Reporting
Take accounatbility
**How to Apply**:
If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system.
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