Technical Support

Technical Support Manager

Date
19 August 2020
Location
Global
Company Description

Intellian Technologies

Intellian is a leading global provider of stabilized satellite antenna systems. Built upon our patented RF, stabilization and tracking technologies, our products support a wide range of industries, including Commercial Maritime, Offshore Energy, Defense & Intelligence and Luxury Yachting. Our comprehensive range of antenna systems includes Satellite TV, VSAT, Global Xpress, FleetBroadband and Iridium Certus solutions.

Job Position

Technical Support Manager

Job Type

Full Time

Prime Purpose

Oversee all aspects of Technical Support & Services in Region and be responsible for developing new strategies to better serve Intellian Customers. Concentrating on the region to fully support all related technical cases and troubleshooting to the same exceptional levels of in region accounts.

To manage and develop support capability within the region (contributing to global direction and strategy):

  • Implement strategic development plans to support Sales and Operations strategy & activities
  • Fully understand the dealer network and their technical support requirements, implementing processes and/or systems that enhance support capabilities and in turn customer satisfaction.
  • Maintain an active overview of Intellian regional technical staff both abilities and requirements
  • Orchestrate comprehensive training program for regional customer and sales team’s requirements
Responsibilities
  • Collaborate with global teams for TS visibility, escalation cases, and reporting structure
  • Ensure regional requirements are developed in conjunction with wider teams
  • Develop Internal training and higher-level support strategy for the region to maximize growth
  • Implement support system improvements for efficiency and customer satisfaction
  • Oversee cases of strategic importance and strategic accounts
  • Responsible for maintaining an overview and ultimately a full resolution of the most critical cases in-region.
  • Mentor regional team to be innovative in finding a resolution to problems empowering the department to develop self-sufficiency
  • Document and report any technical concerns to internal Quality and R&D teams
  • Maintain departmental budget and expenditure
  • Manage Spares stock volumes
  • Integrate with key partners to become a value-added service.
  • Ensure the region hits annual revenue targets for Support services.
  • Develop and maintain strong direct relationships with key customer technical support representatives
  • Ensure customers receive regular progress updates.
  • Ensure commercial agreements are understood by the regional team and adhered to.
  • Manage contracts and implement into support systems(s) for global visibility.
  • Maintain an active business-relationship with partner-based technical departments
  • Ensure Support team compliance with company processes and procedures.
  • Develop and maintain the relationships with service partner executives within the region
  • Attend dealer premises to facilitate full closure of technical issues as required.
  • Ensure customers have received full closure and all aspects of their issues have been resolved.
  • Stimulate partner & customer feedback and suggestions to improve technical support and quality of service to continue improving the overall customer experience
  • Collate comments and feedback from technical staff and notify relevant stakeholders with recommendations
  • Produce departmental reports that highlight potential weaknesses or opportunities which could require action
  • Maintain a holistic overview of the department providing feedback to the Global Support Director on a real-time basis to ensure alignment.
  • Implement “After Care” or “Feedback” programs to ensure post-resolution success and continued customer satisfaction.
  • Establish a feedback system providing the customer with web-links via email or similar
  • Develop and Implement Training Plan inline with regional demand
  • Work across the organization to develop training content requirements
  • 25% travel
Qualifications
  • BA/BS degree in a related study from an accredited university 
  • 8+ years of relevant work experience in the maritime industry 
  • Confident interpersonal and communication skills are essential
  • A good practical aptitude for working with Electrical, Mechanical and RF equipment including strong knowledge of the Maritime industry
  • Excellent analytical and reporting skills
  • Excellent computer skills with familiarity in CRM/ERP systems, Microsoft office suite and mobile communications
  • Excellent documentation production
  • Ability to travel at short notice
How to Apply

Please send your resume with a cover letter to recruitment@intelliantech.com