Manager Technical Services (Enterprise Segment) – HSF
The Manager of Technical & Training Services is responsible for the technical support and training functions for the Security & Fire Products business leading the Enterprise Segment team.
This position is responsible for supervising customer support requests, trouble tickets, project support and requests for assistance by the pre-sales team, in addition to that he/she needs to coordinate training requests for his team with the training coordinator and other technical team leaders.
The Manager of Technical and Training Services assists and ensures timely and successful completion of tasks and projects that are assigned to his/her teams. This position oversees teams of Field Engineers, System Engineers, and Lab staff.
This role includes working closely with Pre-Sales team to support with requests for deep product knowledge on software or hardware solutions for security & fire systems, and the implementation of these solutions. Also, included is the requirement to provide input of the Middle East region’s Product development, System Engineering, and Quality Control input into the respective Centers of Excellence.
The work is analytical and problem solving in nature, and is performed with a high degree of independence. The quality of work must be high, as an error could have a direct negative impact on Partner relationships, fiscal, and / or administrative decision-making. Work is performed under minimal supervision and is reviewed by the C&PS through metrics and solid MOS.
The Manager of Technical & Training Services needs to setup HSF partners as Level 1 tech support through training and re-certifications. He/she shall be the level 2 support through his/her team. While a high level coordination is expected with HSF engineering and PMM teams in order to ensure level 3 support in a timely manner. All of the above should be handled with the highest degree of customer centricity through timely response and communication while maintaining and improving robust internal processes.
|Job Location:||Dubai, United Arab Emirates|