Tech Support Assistant Manager (Printer)

Tech Support Assistant Manager (Printer)Purpose of the job:Plan & Execute Training for Authorized B2B Service Partners in UAE, Qatar, Kuwait, Oman, Bahrain & Yemen.Resolving technical issues of Authorised B2B service centers handling IT products (Printer).Plan & Execute Training for Contact center on IT Products (Printer).Key Objectives:Equipping the service center technicians with technical knowledge and Repair know how tips during prior & post launch of product in the market.Provide training on new IT products to SGE Contact center agents.Analysing & preparing counter action to improve repair time & repair result (Repeat repair).Optimising the repair cost to improve repair capability & efficiency.Check readiness of new service centers.Position ResponsibilitiesKey Performance IndexOTC – Check the CS portal for new launching models (Weekly); Schedule online trainings one week prior to launch of model in region.RRR – Analyse the repair result of service centres (Weekly); Download RRR report from system and verify the repeat cases with ASCs on weekly basis; Prepare counter plan to reduce RRR.OTF – Check the CS portal for Trainings conducted by HQ (Weekly).PVI Statistics creation; Create FAQs (10 ea) & Tech tips (6) (Monthly).Answer technical queries initiated in GTI menu of CS portal.Monitoring abnormal Parts consumption and suggest new technical tips to reduce consumption.Major activitiesProvide solution to technical queries raised by B2B service centre technicians.Coordinate with CS Team in HQ-GBM for issues related to service contents, technical issues, technical training or service policies.Schedule Onsite Trainings to service centre outside UAE.Prioritise visits based on strategic countries & warranty volume.Suggest improvement plans to ASC management.Experience, Education and LicensureAt least 5 years of extensive experience in IT Industry (Digital Imaging, Printing, computer, Operating systems, hardware & software).Bachelor’s degree in Electronics and Communication or IT hardware.Focus on customer oriented solutions.Language SkillsPreferably English speaker. Ability to respond to common inquiries or complaints from customers, distributors, or members of the business community.Ability to effectively present information to top management, public groups and/or clients.Can understand and read Arabic.About The CompanySamsung Electronics Co., Ltd. is a global leader in semiconductor, telecommunication, digital media and digital convergence technologies with 2009 consolidated sales of US$116.8 billion. Employing approximately 188,000 people in 185 offices across 65 countries, the company consists of eight independently operated business units: Visual Display, Mobile Communications, Telecommunication Systems, Digital Appliances, IT Solutions, Digital Imaging, Semiconductor and LCD. Recognized as one of the fastest growing global brands, Samsung Electronics is a leading producer of digital TVs, memory chips, mobile phones and TFT-LCDs.#J-18808-Ljbffr