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Technical support specialist / non apple products
Merge Recruitment Agency
- Dammam, Saudi Arabia
Posted In 30/11/2021
Job Description
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 audit.
• Support new services products launches. This include testing new products, creating service packages, develop training materials, and assure technical readiness.
• Ensures the implementation of Services standard operating processes across all service locations through auditing service locations, Identify Services operations challenges and reporting findings to concerned unit Manager for corrective action plan.
• Lead Weekly and Monthly assessment for technical team KPIs, highlight gaps and opportunities for improvement.
• Plan monthly and quarterly training plans for all service teams to develop team 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
• 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 audit.
• Support new services products launches. This include testing new products, creating service packages, develop training materials, and assure technical readiness.
• Ensures the implementation of Services standard operating processes across all service locations through auditing service locations, Identify Services operations challenges and reporting findings to concerned unit Manager for corrective action plan.
• Lead Weekly and Monthly assessment for technical team KPIs, highlight gaps and opportunities for improvement.
• Plan monthly and quarterly training plans for all service teams to develop team 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
Job Category
Job Skills
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 able communicator (oral and written) with influence skills.
• Must have strong skills in: Initiative Taking, Problem Solving, Communication and working effectively with others.
• Must possess planning, organizing and analytical skills, and able communicator (oral and written) with influence skills.
About The Company
تعمل الشركة على توظيف و إلحاق العمالة داخل و خارج جمهورية مصر العربية بجميع التخصصات المهنية والفنية .