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.
. 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.
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. 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)
