Scope of Work: To manage the daily operations of the Technical Support Department.

Responsibilities and Tasks:

• Prepare roster and allocate workforce accordingly on the daily basis
• Plan, organize, schedule and supervise daily technical support, installation, which (Troubleshooting, customer service issues, approvals, and installations)
• Lead, manage, develop, train and review performance of team as required 
• Ensure all field issues are addressed in a timely manner, encourage involvement from team members and foster a positive team environment 
• Measure, monitor and maintain customer service and satisfaction
• Plan training schedule and team development for all the technical team i.e. new equipment, skills enhancement, diagnostic skills etc.
• Follow up service contracts/agreements and warranties of the AMC/ Products/claims 
• Ensure all departmental policies, procedures, and processes, as maintained all the time
• Responsible for managing the service part inventories 
• Perform other office duties