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.

Key Performance Index

• OTC – 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 activities

• Provide 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.

• At 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.

• Preferably 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.

Samsung 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.