Tech Support Assistant Manager (Printer)

Tech Support Assistant Manager (Printer) Purpose of the job: Plan & execute training for authorized B2B service partners in UAE, Qatar, Kuwait, Oman, Bahrain & Yemen. Resolve technical issues of authorized B2B service centers handling IT products (Printers). Plan & execute training for contact center on IT products (Printers). Key Objectives: Equip service center technicians with technical knowledge and repair tips during product launch and post-launch. Provide training on new IT products to SGE contact center agents. Analyze and prepare counteractions to improve repair times and results (reduce repeat repairs). Optimize repair costs to enhance capability and efficiency. Check the readiness of new service centers. Position Responsibilities: Key Performance Indicators: OTC – Check the CS portal for new model launches weekly; schedule online training a week prior to launch. RRR – Analyze repair results of service centers weekly; verify repeat cases with ASCs; prepare counter plans to reduce RRR. OTF – Check the CS portal for trainings conducted by HQ weekly. PVI – Create FAQs (10) and technical tips (6) monthly. Answer technical queries in GTI menu of CS portal. Monitor abnormal parts consumption and suggest tips to reduce it. Major activities: Provide solutions to technical queries raised by B2B service center technicians. Coordinate with CS team in HQ-GBM on service content, technical issues, training, and policies. Schedule onsite training outside UAE, prioritizing strategic countries and warranty volume. Suggest improvement plans to ASC management. Experience, Education, and Licensure: At least 5 years of extensive experience in the IT industry (digital imaging, printing, computers, operating systems, hardware & software). Bachelor’s degree in Electronics and Communication or IT hardware. Focus on customer-oriented solutions. Language Skills: Preferably English speaker; able to respond to inquiries or complaints from customers, distributors, or the community. Ability to effectively present to management, public groups, and clients. Can understand and read Arabic. About The Company Samsung Electronics Co., Ltd. is a global leader in semiconductor, telecommunication, digital media, and digital convergence technologies, with 2009 consolidated sales of US$116.8 billion. Employing approximately 188,000 people across 65 countries, Samsung operates eight business units, including Visual Display, Mobile Communications, and Digital Imaging. Recognized as a fast-growing global brand, Samsung is a leading producer of digital TVs, memory chips, mobile phones, and TFT-LCDs. #J-18808-Ljbffr