Technical Support Manager - Africa (Support Power or Electrical Industry)

Minimum requirements:
The profile:
- A minimum of 5 -8 years of experience from working in Support Power or Electrical Industry, with large accounts, preferably within the Telecom industry.
- Experience from working with international customers
- Minimum 5 -8 years experience from working in Support Power or Electrical Industry, with large accounts, preferably within Telecom industry
- Experience from working with international customers
- KPI and SLA - handling
- Knowledge of JIRA Service Desk is a plus

RESPONSIBILITIES AND GOALS FOR THE ROLE
- Provide excellent Technical Support Services to customers in the Africa region
- Develop and lead the 1st Line Technical Support team in the Africa region
- Drive establishment and development of services providers within the region to meet scope and demand

TASKS AND RECURRING ACTIVITIES
- SERVICE REQUEST MANAGEMENT (IN WARRANTY AND OUT OF WARRANTY) FOR APPOINTED CUSTOMERS
- FOLLOW UP AND DRIVE CUSTOMER SERVICE REQUESTS THROUGH THE TECHNICAL SUPPORT PROCESS
- ENSURE SLA ARE MET FOR ALL ASSIGNED CUSTOMER SERVICE REQUESTS
- BUILD TECHNICAL SUPPORT SERVICES CAPABILITIES TO MEET SLAS AND CUSTOMER NEEDS WITHIN REGION
- LEAD, TRAIN AND DEVELOP THE TECHNICAL SUPPORT TEAM WITHIN THE REGION
- INTERFACE WITH INTERNAL STAKEHOLDERS FOR DRIVING THE CUSTOMER CLAIM PROCESS
- KPI AND SLA HANDLING (INTERNAL AND POTENTIAL EXTERNAL)
- INTERNAL REPORTING AND ESCALATIONS
- SUPPORT TOOLS DEVELOPMENT AND IMPLEMENTATION, PROCESS AND ROUTINES TO SERVICE THE CUSTOMERS WITHIN THE REGION
- WORK CLOSELY WITH GLOBAL TECHNICAL SUPPORT FUNCTION
- BE A KEY PART OF THE AFRICA REGION LEADERSHIP

Dante Personnel Johannesburg
Apply via our website

If you do not hear from us within 5 days, please accept that your application was unsuccessful