Technical Support Manager

Position Summary

The primary focus of the Technical Support Manager is to lead and support the Technical Support Team in their daily tasks, and to provide vision and direction for the development of the team. This includes but is not limited to overseeing daily work in progress for the Technical Support Team to achieve Samsung targets, contributing to monthly business reviews, quarterly planning and annual strategic planning together with the Head of Service. This will be achieved through driving key KPl's to be achieved & maintained. The Technical Support Manager must also provide technical training to Samsung partners for all products under their responsibility.

Maximise ASC & Call Centre performance through ongoing training and technical support. Support, guide & assist the other Technical Support team members. Be the first point of contact for Technical Support Team members. Support Management with reporting as required and with team meeting attendance.

Role and Responsibilities
- Provide technical support and training to Authorised Service Centres (ASC) with past, present & new product information
- Provide Support and on site assistance when required to Authorised Service Centres
- Support ASC's by ensuring online technical information is accurate & up to date
- Assist & advise the wider Customer Service team with technical issues and provide guidance for escalations from customers & ASCs
- Respond to queries & escalations within determined KPl's & targeted timeframes:

- Update and monitor online FAQ's & ensure content is always relevant
- Review exchange requests based on logical assessments and recommend solutions
- Assist with building a knowledge database and FAQ for call centre
- Conduct, Evaluate and Report on new products prior to release to the NZ market
- Present quality reports to local management & HQ as required
- Liaise with Product Managers on new products and conduct quality batch sampling and recommend design changes for market suitability in report format (E.g. Climate issues);
- Upload the latest technical bulletins & FAQ's & ensure content exceeds customer expectations
- Maintain and Monitor Key Performance Indicators for ASCs (e.g. TAT, LTP, RRR &CMI) to drive improvement and for management reporting;
- Submit timely weekly & monthly reports
- Conduct investigations into problem equipment and provide summary, effects and recommendations
- Design & deliver training for call centre on new and existing products
- Perform ASC audits which will include technical evaluations and other adhoc projects as and when required by the business
- Support the Network Manager by providing regular insights into Technical Support team performance
- Contribute the monthly and quarterly business reviews, and speak to the results and performance of the Technical Support team
- As a leader, work with all members of the technical support team to create personalised development plans for each member of the team
- To drive a positive team culture for high employee engagement
- To foster a culture of excellence in the best interest of creating value and superior service to all Samsung customers
- Perform additional tasks as and when requested or required by the Company and as instructed by your Manager or delegate

Skills and Qualifications
- Degree qualified is preferable.
- Minimum 5+ years’ experience in a service support role.
- Minimum 3 years’ experience in a service / repair role.
- Minimum 3 years’ experience in a management role.
- Ability to work well and thrive in a fast-paced, dynamic, and competitive environment.
- Excellent time management and communication skills

LI-SEAO #LI-MidSenior