Technical Support Manager

Job Description

Main Duties & Accountabilities: * Develop and maintain product technical Documents and specifications for both Mechanical and Smart Products. * Develop and maintain the technical support processes in the region. * Develop call centre solutions for Yale end users in the region in cooperation with the agents/distributors. * Support Product Management by establishing Yale Academy e-learning platform * To standardize the best technical support services thru local partners for the end users in each country in the region * Identify and escalate priority issues from the technical point of view for each market along with Solution Plan * Create and implement a local Warranty Policy to ensure the best after sale services * Create extended warranty policy to ensure best in class customer satisfaction and generate recurring revenue * Keep sure that Yale Mechanical and Smart Locks Demo blocks are well presented and working properly according to the Yale Guidelines in the showrooms and marketplace * Responsible for Beta Testing projects * Act as a liaison between distributors, quality, engineering and manufacturing/suppliers. * To demonstrate the smart locks whenever its needed in projects. * Support Business Development and Product Management from a product point of view the transition from mechanical to electronic products * Technical link between system integrators and central SDL team * To ensure that all technical documents are available in English and local languages. * Produce and keep updated product installation manuals and troubleshooting documents * Support Product Management in the process of new product launches ensuring all products are launched with full technical collateral * Support Sales Team in the strategic markets through effective technical support strategy * Main contact to Yale EMEA team in Technical related cases/issues * Identify & develop areas to improve end customer satisfaction * Build powerful internal relationships, and networks, and act as a team member ...and any other duties required to assist in supporting the achievement of Company objectives* Electric / Electronics / Mechanical engineer graduated from reputable university. * Minimum total experience of 5 years in technical departments in B2B2C environment including a minimum of 3 years of experience in Consumer Oriented brands. * Excellent customer service skills and the ability to interact in a courteous, helpful and professional manner * Extensive experience in working with Microsoft Office software * Experience in working across different markets and cultures * Understanding of Technical Support Processes * Experience in working in a multi-branded business culture * Comfortable working with both electronic and mechanical products * Experience of Train the Trainer concept (both Theoretical and hands-on) * Experience in working in consumer facing branded businesses either in FMCG or Consumer Durables * Knowledge of Call Centres management preferably including involvement in outsourcing initiatives. * International outlook with exposure to working across several markets * Experience in working in and developing technical processes & emerging markets * Experience in working in both sales and marketing roles with understanding of managing premium brands * Fluent in English, Arabic would be an asset * Basic knowledge of Middle East multi-cultures * Teamwork and communication skills * Customer satisfaction Oriented * Problem Solving skills * Continuous Improvement * Planning and Organisation * Able to travel whenever needed. * Advanced multi-tasking skills * Ambitious & desire to succeed * Must have energy, enthusiasm and commitment and be capable of making an impact in the short term. * Capable of taking responsibility, showing initiative, creativity and working in a small team. * Excellent collaboration & communication skills and can do attitude. * Must be able to persuade, influence and motivate people at all levels * Ability to build relationships, manage conflicts and work successfully with a variety of personalities * Positive, self-starter and professional attitude * Able to work to tight deadlines & manage numerous priorities Willingness to roll up sleeves and get stuck inPrivacy Preference Center Manage Consent PreferencesAlways Active

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