Associate Solutions Manager

Sharp Middle East FZE; United Arab Emirates; On-site; AED 120,000 - 160,000; Full time

Benefits offered by this job

Flexible Working Hours

Flexible Hybrid Work Model

Free company parking

Comprehensive Medical Insurance (self/

Life Insurance Scheme

22 days annual leave

Job summary

Sharp Middle East FZE seeks a senior software support leader to align the team with organizational goals and equip them to provide technical support to dealers, distributors and system integrators.

You will lead printer software, visual screens and tech systems while supporting branches in West Africa, North Africa and South Africa as needed. Role is permanent and on-site with hybrid options where available.

Qualifications

• 7+ years in technical support or a related field.
• Experience leading software support teams and aligning with business goals.
• Experience with dealers, distributors, and system integrators; strong stakeholder management.

Responsibilities

• Lead the software support team and improve solution quality and efficiency.
• Guide partners through solution design, installations, rollouts, and complex troubleshooting (MPS, DMS, CMS).
• Design and deliver technical training programs, conduct product demos, and run POCs.
• Provide feedback on software updates, research market trends, and collaborate with vendors/developers on fixes and new features.
• Build strong client relationships, ensure satisfaction, and provide proactive guidance.
• Foster innovation, collaboration, continuous learning, and coach junior team members.
• Maintain smooth communication with HQ, partners/resellers, and vendors.

Skills

Leadership

Team management

Communication

Problem solving

Analytical thinking

Customer focus

PMS/DMS/ECM tech

Training delivery

Vendor coordination

Education

Bachelor's degree in Computer Science or IT

Master’s degree in IT Management or related

Certifications: ITIL, PMP, Extron/CTS

Tools

PMS

DMS

ECM solutions

Digital Signage

Meeting Room Management/Booking

Interactive Whiteboards

Interactive Display Solutions

Job description

In this role, you will ensure our software and solution support team aligns seamlessly with the organization's overarching objectives. You will be responsible for equipping your team to deliver technical support to dealers, distributors and system integrators, all while managing daily operations and providing vital strategic insights.

As our go to person for printer software, visual screens and tech systems, you will also help support our branches in West Africa, North Africa and South Africa when needed.

Key Responsibilities:

Strategic, Policy & Compliance

• Turn company goals into annual operational plans and monitor performance.
• Implement departmental policies, procedures, and quality controls.
• Ensure adherence to laws and industry standards, managing risk monitoring and reporting.

Core & Technical Responsibilities

• Lead the software support team and improve solution quality and efficiency.
• Guide dealers, distributors, and partners through solution design, proposals, installations, rollouts, and complex troubleshooting (MPS, DMS, CMS).
• Design and deliver technical training programs, conduct product demos, and run Proof of Concepts (POCs).
• Provide feedback on software updates, research market trends, analyze competitors, and collaborate with vendors/developers on bug fixes and new features.
• Build strong client relationships, ensure satisfaction, and provide proactive guidance.
• Foster innovation, collaboration, continuous learning, and coach junior team members.
• Maintain smooth communication with HQ (up to Associate Manager level), partners/resellers (up to Manager level), and vendors.

Requirements:

Technical Skills Required:

• Strong leadership and team management skills, with the ability to motivate and inspire team members to achieve their goals.
• Excellent communication and interpersonal skills, with the ability to work effectively with customers, team members, and other stakeholders.
• Strong analytical and problem-solving skills, with the ability to identify and resolve complex technical issues.
• Technical experience in Software solutions such as PMS, DMS, ECM solutions, Digital Signage, Meeting Room Management/Booking Solutions, Interactive Whiteboards and Interactive Display Solutions.
• Broad Solutions Mindset: Interest in expanding beyond document solutions into smart workplace, collaboration and digital transformation technologies is highly desirable.
• Strong troubleshooting and analytical skills are essential. Candidate should be able to investigate logs, connectivity, authentication, application and integration issues and identify root causes.

Years of Experience: 7+ years of experience in technical support or a related field.

Preferred Skills:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Master’s degree in Information Technology Management, Computer Science, Business Administration, or equivalent is preferred.
• Relevant certifications, such as CEA, CTS, CAT, CALT, Extron AV Associate or any other Visual solution certifications are advantageous.
• Relevant certifications, such as ITIL, PMP, or Six Sigma, are advantageous.
• Competitive Bonus Structure
• Comprehensive Medical Insurance (for self and dependents)
• Life Insurance Scheme
• 22 days annual leave
• Flexible Working Hours
• Flexible Hybrid Work Model
• Free company parking

Role Type: Permanent