Technical Support Manager

1.      To enable Copier Knowledge and Management

a.       To create the copier technical support

b.      To introduce New Models that are competitive in the market

2.      Manage Services

a.       To establish and complete the Manage Print Services of the company

b.      To Create the processes required

                                                              i.      Billing of customers through Meter Reading of Printer and Copier Equipment installed in the customer premises

                                                            ii.      Coordinate with Accounting on the Actual Billing of the customers

                                                          iii.      Equipment Utilization and Management

1.      Recommendation on Repairs vs. Purchase of equipment

3.      Customer Support

a.       External

                                                              i.      To understand issues and concerns of the customer and prepare solutions to maintain customer satisfaction

                                                            ii.      To communicates to customer technical issues and solutions

                                                          iii.      To prepare equipment, deliver and Install

                                                          iv.      To bill all customers beyond the SLA with the customer

b.      Internal

                                                              i.      To provide technical and product information as required by the sales group

                                                            ii.      To prepare and assist during customer demonstrations

                                                          iii.      To communicate pull-out of equipment

                                                          iv.      To consult and coordinate with other departments (Sales, Accounting, HR) in all items to ensure continuous customer satisfaction bothe external and internal

c.       Others

                                                              i.      To understand all new and old contracts with regards to Service Level Agreements in order to deliver the proper and expected SLA by the customer.

4.      Research and Development

a.       To look for new models that will be marketed by the company that will satisfy the needs of the customers with regards to Print Technology requirements

b.      To introduce new technology and ensure supply continuity of equipment (Copier, Printer, spare parts and Consumables) needed

c.       To Identify a steady pool of reliable local and international suppliers with lower cost but high quality

5.      People Management

a.       To create clear job description of technical employees

b.      To create Key Performance Indicators of technical employees

c.       To ensure productivity and efficiency of the technical group in creating Customer Satisfaction

d.      To train technical employees to ensure competency of everyone in handling new and old technologies. Possibly cross training everyone so they are knowledgeable in all aspects of equipment (printer, copier, desktops, laptops, etc.)

e.       To handle proper dispatching of support people whenever needed including on holidays, overtimes, and on-calls

f.       To monitor all equipment and consumables are in order and intact while with the technical employees

g.      To establish a helpdesk management (for the whole company)

6.      Forecasting (Supply Management)

a.       To ensure equipment, spare parts and consumables availability wherever it is needed

b.      Recommendation for equipment purchase and disposal

7.      Logistics (Cross Function)

a.       To coordinate, plan, and schedule delivery of Products with customer and company departments concerned