Technical Support Manager

IndiHire HR Consultants Pvt. Ltd.
  • Gurgaon
  • 15-20 lakh
  • 14-18 years
  • 177 Views
  • 30 Jul 2015
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  • Project/ Program Management IT

  • IT/ Technology - Software/ Services
Job Description

Role:

Would be responsible for managing Technical Support Function
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
Collaborate with Regional Sales and Presales team to drive efficient customer support

QUALIFICATIONS AND EXPERIENCE

Post graduate in Engineering or Science OR Engineering Graduate with MBA
Overall industry experience of 14+ 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

ESSENTIAL SKILLS

Excellent Customer Management and Communication Skills
Proven Team Management Skills
Experience on ArcGIS Suite of Products

DESIRABLE SKILLS

Knowledge on ArcFM and Network Engineer products will be an added advantage
ESRI certifications will be an added advantage


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