Head of Technical Support

1 month ago

Mumbai, India CMS Info Systems Full time

These responsibilities outline the role of a Technical Support Manager or a

similar position that focuses on quality control, team development, service

delivery, and technical coordination between various departments. Here's

a breakdown of the key focus areas:

1. Quality Management & Fault Analysis:

o Monitoring trends in quality issues and faults.

2

o Implementing corrective actions and preventing recurrence.

2. Technical Skill Enhancement:

o Continuously improving the technical skills of the Technical

Support Specialists (TSS) and Field Engineers.

o Providing updates on the latest technologies and patches.

3. Service Delivery Improvement:

o Enhancing metrics like First-Time Fix Rate (FIFT) and reducing

Preventive Maintenance (PM) failure calls.

o Ensuring adherence to Standard Operating Procedures (SOP) for

repairs.

4. Technical Coordination:

o Acting as a bridge between the field team and OEM for operational

and transactional issues.

o Engaging with OEMs to resolve quality-related concerns and

ensure swift action.

5. Cross-functional Collaboration:

o Working with departments like the Help Desk, Technical Repair

Center, and Warehouse to ensure smooth operations.

6. Logistics & Inventory Planning:

o Collaborating with logistics to forecast parts based on failure trends

and plan buffer placements.

7. Training & Development:

o Organizing training for new engineers and conducting regular

refresher training programs for all engineers.

8. Innovative Problem Solving:

o Encouraging innovative solutions for hardware issues, guiding the

team to think outside the box.

9. Technical Support for Severe Cases:

o Providing day-to-day support to field engineers for high-severity

technical issues.

10. Leadership:

o Leading a team of Regional Technical Support Specialists, ensuring

performance and engagement.

11. User Acceptance Testing (UAT) and System Integration Testing (SIT):

o Conducting testing for new projects, upgrades, and patches,

ensuring alignment with system requirements.

12. Client Customizations:

o Managing front-end interactions with clients (like banks) for

customizations and new technical requirements.

13. Pre-sales Support:

o Collaborating with the presales team for RFP responses and

commercial proposals.

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