Technical support specialist​/non apple products

Responsibilities

• Analysis of repair operations KPIs.
• Escalating General Technical Issue (GTI) for technical problems (IMEI writing, SW and Parts Lists issues) when needed to supplier technical team.
• Escalating product quality issues to Supplier Technical Support.
• Technical assessment for Technicians and Customer Care teams.
• Evaluating staff KPIs periodically (monthly, weekly).
• Implementing operational Audits.
• ESD setup, maintenance and periodic audits.
• Set up and implement technical training.
• Set up Monthly Technical Quizzes, implement it and feedback.
• Downloading latest technical materials and providing all service centers staff with it.
• Communicate repair instructions and precautions to concerned team members.
• Prepare and conduct technical audits.
• Support new services products launches, including testing new products, creating service packages, developing training materials, and assuring technical readiness.
• Ensure the implementation of Services standard operating processes across all service locations through auditing service locations, identify service operations challenges and report findings to the concerned unit Manager for corrective action plan.
• Lead weekly and monthly assessments for technical team KPIs, highlighting gaps and opportunities for improvement.
• Plan monthly and quarterly training plans for all service teams to develop technical skills and service processes.
• Develop and implement vendor technical requirements for Services-Authorization & Service-Level-Agreements regulating the relation between Services and the vendors.

• Arabic - Native / Mother Tongue
• English - Very Good

Any

Any

Technical expertise:
Must possess proven seniority in services repair including: customer management, maintenance and repair management, development and implementation of KPIs. Must have strong skills in:
Initiative taking, problem solving, communication and working effectively with others. Must possess planning, organizing and analytical skills, and be able to communicate (oral and written) with influence skills.