Advanced Technical Support Engineer – Middle East
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الوصف الوظيفي Overview The ATS Engineer job is an EMEA role, having prime responsibility for improving company’s Customers and Partners (Direct and Channel Premium Plus, Premium and Select Partners) ability to succeed with the company’s Print product portfolio (LaserJet and Page Wide products), from a technical perspective. Whilst focus will be on providing support in the country or sub-region in which based, the ATS engineer will work across the EMEA. Consistent with company’s business strategy, a specific focus is on developing and implementing ATS support strategies and processes for our Channel Partners, however, we must also continue to develop our Direct support role. The exact nature of each ATS role will reflect this required balanced approach, by geography. Scope of Responsibilities: The role is split into three distinct areas: Reactive support: The ATS Engineers primary job is to use his/her technical expertise to provide solutions to complex support issues in their specific knowledge areas. He/she will be engaged when a relevant elevation trigger, documented in the Elevation Process, has been met (eg a complex case not solvable by the Contact Centre, two failed on-site visits, customer/Partner request, Company’s management request) Specific tasks include some or all of the following: • Rapid response to Print Partners complex technical issues, both remote and on-site • Manage GBU elevation process for technical issues, focusing on rapid turn-around-time • Manage technical support request from the Customer Relationship Team (CRT). Business Escalation Team (BES), CS Management, business partners etc. • Contribute to business retention and growth by providing technical support to the sales teams (HW and Support), as requested. • Integrate technical knowledge and business understanding to create solutions for customers by collaborating with other internal functions and GBUs when necessary المهارات The ATS Engineers’ pro-active role will include some or all of the following: • Be the focal point for collecting, documenting and sharing product technical knowledge and solutions, provided by the GBU with EMEA repair partners through Technical Briefings, Newsletters, training events and technical reviews with Channel Partners • Analysis of quality and operational data, together with QPMs, to identify issues, root causes, and propose solutions/corrective action plans for solving • Contribute to ensure the technical readiness of support partners delivering support services for company’s products – Channel, Managed Print Services (MPS), Direct business. Includes reviewing feasibility of new product introduction plans for EMEA and associated product training. • Collaborate with the Global Business Unit (GBU), Global Support Engineering (GSE), field operations, repair partners and other stakeholders to improve the support experience • Apply project management techniques and advanced subject matter knowledge to resolve complex business issues (Expert) Channel Partner support When required, the following activities may be required: • the single point of contact for Country Partner Service Managers and Channel Partner’s technical staff for technical support required for supporting company’s Print portfolio • Support company’s Country Partner Service Managers consultations with Partner delivery teams in planning, delivering, and managing complex support solutions for office printing solutions. • support monthly/quarterly reviews with Partners and support corrective action plans - led by Service Managers تفاصيل الوظيفة https://www.bayt.com/ar/uae/jobs/advanced-technical-support-engineer-middle-east-4373536/ |
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