Technical Support Manager - PC & Hardware

: LNVGY).

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Description and Requirements

Responsibilities:

• Managing & driving Technical Escalations from Customer / Service Provider / Sales Team

• Identifying the High failure Models/parts & checking for any quality related issues, taking up with product engineering team for resolution.

• Handling Critical Situations (High Failures & Known Quality issues) for customers & deploying the resolutions. Supports assigned major customers on a particular product or product line.

• Collaborating with BU and product teams to address technical/Quality and CX issues.

• Support field technical readiness for new product launches

• Manages the activities of a team of Technical Support Engineers supporting customers on a specified set of products.

• Drive Training & Upskill for Field service engineer/ Resident engineer/ authorized service provider tech resources

• Supervises and coordinates daily/weekly activities, resource allocation and operations of the Technical Support group.

CX & Cost metrics:

• Technical Escalations resolutions to be delivered within targeted SLA

• CX measure is Customer CSAT scores (CX Goals aligned to the vertical)

• Cost metrics - Training ASP FSE to mitigate Repeat repair , First time resolution and minimize parts usage.

• Design & Deliver Training modules for planned field resource capacity

• Training Sessions across 4 Qtrs covering New product introductions ,Refresher & Bottom Quartile mgt

Experience / Education:

• 7-11 years of relevant experience i PC & Hardware

• Graduation (Full Time)

Additional Locations:

• India - Karnātaka - Bangalore

• India - Karnātaka - BANGALORE

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