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Service Manager – IT software & hardware products: Education & Corporate sector

Keywords / Skills : "Service Manager", Coordination, "Service Support", AMC, Renewals, Follow-ups, "Client Follow-up", Installation, Networks, "AV cabling", "Vendor Follow-up", "Team management", "Technical Support"

3 - 6 years
Posted: 2019-01-09

Customer Service/ Call Centre/ BPO
Technical Support Representative (Non- voice)
Manager - Service Delivery
Any graduate
Posted On
9th Jan 2019
Job Ref code
Job Description
Job Location – Ekkaduthangal, Chennai

Qualification: Any degree

Experience: 3+ year experience in managing technical support

Roles & Responsibilities:

Drive Annual Maintenance program and induct more customers in the AMC program

• Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines

• Set team goals in alignment with Customer Support objectives. Assist direct reports in the definition and attainment of individual goals

• Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers

• Ensure the delivery of high-quality technical and soft-skills training for direct subordinates

• Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals

• Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives

• Manage workflows and schedules for direct reports and ensure adequate workload coverage

• Deliver regular reports that provide qualitative and quantitative descriptions of business performance

• Manage key processes including FAQ analysis, case reviews, and customer feedback analysis

• Develop and maintain Support procedures and policies

• Advocate for customers and define ways to continually add value to the customer experience

• Serve as a manager, mentor, knowledge resource, and escalation point for support engineers; Build credibility and trust within the support group

Desired Skills:

• Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management and Product Management

• Strong knowledge on Windows 8 & above operating systems

• Strong knowledge on understanding & installing the Audio Visual Products like Video Conferencing, SMART Classrooms, Network Projectors, Video wall installations

• Ability to configure design solutions for our AV projects

• Strong Acumen in retaining the existing AMC customers and increase the customer base for AMC business

• Strong understanding on AV cabling (Active & Passive)

• Able to drive a team of installers and tech support personnel

Contact: R.Vaidyanathan - 9840919226: Indhu J – 9600008133

About Company

Our client is an IT services company engaged in software and hardware solutions to make classroom learning an interactive and memorable experience for students. They deploy such solutions in schools and colleges using a combination of Software, interactive whiteboards and projectors. This enables the course content to be projected on the whiteboard as a touch screen interactive session, thus making learning easy and fun. Apart from this they also deliver other Audio / Video solutions for corporates like interactive conference / meeting / training rooms etc.
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