Tech Support Assistant Manager (Printer)

Samsung Electronics Company Limited; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading company in the IT sector seeks a Tech Support Assistant Manager specializing in printers. The role involves training B2B service partners, addressing technical issues, and optimizing service centers across the Gulf region. Candidates should possess a strong IT background with at least 5 years of relevant experience and a focus on customer-oriented solutions.

Qualifications

• At least 5 years of extensive experience in the IT industry, focusing on digital imaging and printing.
• Ability to understand and read Arabic.
• Preferably an English speaker with the capability to present effectively.

Responsibilities

• Plan and execute training for B2B service partners and contact centers.
• Resolve technical issues for B2B service centers.
• Analyze repair results to improve efficiency.

Skills

Technical support

Customer-oriented solutions

Communication

Education

Bachelor's degree in Electronics and Communication or IT hardware

Job description

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.