Mandatory Exp on GIS domain and worked with different ESRI product suit.
Summary of the Role
Technical Support Manager will lead a team of technical support executives and provide efficient technical support on GIS product and partner software products to companys customers.
Comapny has a large customer base using ArcGIS Desktop, Web, Mobile & Cloud GIS Platform. The customers are primarily from industry verticals including government, utilities, telecom and commercial sector.
Companys Technical Support division envisages supporting all its Customers & Users to use Esri & Partner technologies effectively, deployed for their business success.
Company is looking for a highly experienced and proactive leader with specialist knowledge in ArcGIS technology range to lead, build and further scale its Technical Support requirements.
Would be responsible for managing Technical Support Function for company
Resource, Infrastructure and Competency Development Planning for the technical support division
Recruit, mentor and manage team of technical support executives
Drive smooth execution of Technical Support requirements, ensuring effective utilization of technology by users and leading to Customers Satisfaction
Define process for complete end-to-end monitoring of the technical support program including feedback & customer Satisfaction Surveys; ensuring that statutory support requirements are met
Implement, Utilize and Maintain the Technical Support System
Organize Technical Workshops & Seminars for awareness & keeping users updated on ESRI technology
Collaborate with Regional Sales and Presales team to drive efficient customer support
Collaborate with company Product Experts and Technical Support Teams
Provide Support for Internal and External trainings on company Product and partner products
QUALIFICATIONS AND EXPERIENCE
Post graduate in Engineering or Science OR Engineering Graduate with MBA
Overall industry experience of 10+ years in GIS Domain and Product Technical Support Function
Should have at least 5 years of experience in managing customer technical support function and team of support executives