Technical Field Services : Pre - Post Sales Technical Manager

Em; Gauteng; On-site; ZAR 40 000 - 80 000; Full time

Job summary

An innovative company is seeking a Pre-Post Sales Technical Manager to provide essential technical support and expertise to both sales teams and customers. This role is pivotal in ensuring successful product demonstrations, installations, and ongoing customer satisfaction. You will lead a dedicated team, manage incident requests, and continuously improve support workflows. Your strong communication skills and technical knowledge will be crucial in building customer relationships and resolving complex issues. If you thrive in a fast-paced environment and are passionate about customer service, this opportunity is perfect for you.

Qualifications

• Deep understanding of products/services and industry trends.
• Excellent verbal and written communication abilities.
• Ability to analyze and resolve complex technical issues.

Responsibilities

• Lead the team of 1st Line Support or Help Desk technicians.
• Ensure timely handling of support requests and incidents.
• Communicate with customers to understand support needs.

Skills

Technical Knowledge

Communication Skills

Problem-Solving

Customer Focus

Project Management

Team Collaboration

Adaptability

Job description

Technical Field Services: Pre - Post Sales Technical Manager

As a pre-sales and post-sales technical manager, you are responsible for providing technical expertise and support to both the sales team and customers before and after a product or service is sold. This role involves working closely with sales representatives, customers, and internal teams to ensure successful product demonstrations, installations, and ongoing customer support. You will oversee a team responsible for providing initial technical support and assistance to end-users or customers, focusing on resolving basic technical issues, maintaining customer satisfaction, and ensuring efficient support services.

Main Responsibilities

1. Team Leadership: Lead the team of 1st Line Support or Help Desk technicians, including managing their daily activities, performance, and professional development. Set goals, provide feedback, and conduct training sessions.
2. Incident and Request Management: Ensure timely and accurate handling of support requests, incidents, and service requests. Assign and prioritize tasks to meet SLAs and customer expectations.
3. Technical Support: Guide the team in resolving technical issues and escalate complex problems as needed.
4. Customer Interaction: Communicate with customers to understand support needs, address concerns, and provide excellent service, maintaining professionalism and empathy.
5. Process Improvement: Continuously evaluate and improve support workflows and documentation, identifying recurring issues and implementing solutions.
6. Reporting and Metrics: Track support performance metrics, prepare reports, and present findings to management for process optimization.
7. Collaboration: Work effectively with other teams to ensure seamless support and resolution of complex issues.
8. Technical Expertise: Maintain in-depth knowledge of products/services and industry trends, understanding customer requirements and communicating product benefits.
9. Product Demonstrations and Solution Design: Conduct demonstrations, collaborate on solution design, and manage proof of concept activities.
10. Technical Documentation: Create and maintain user guides, manuals, and FAQs.
11. Customer Support & Training: Provide post-sale technical support, troubleshoot issues, and conduct customer training sessions.
12. Relationship & Escalation Management: Build strong customer relationships and serve as liaison for complex issues.
13. Continuous Improvement: Gather feedback for product and process enhancements.

Skills and Qualifications

• Technical Knowledge: Deep understanding of products/services and industry trends.
• Communication Skills: Excellent verbal and written communication abilities.
• Problem-Solving: Ability to analyze and resolve complex technical issues.
• Customer Focus: Dedication to delivering exceptional customer experiences.
• Project Management: Capable of managing multiple projects effectively.
• Team Collaboration: Ability to work well with cross-functional teams.
• Adaptability: Flexibility to handle changing priorities in a fast-paced environment.

This role requires a blend of technical expertise, customer-centricity, and strong communication skills to support sales, address customer needs, and ensure satisfaction.