Technical support specialist / non apple products

Analysis of repair operations KPIs.

• Escalating General Technical Issues (GTI) for technical problems (IMEI writing, software, and Parts Lists issues) when needed to the supplier technical team.
• Escalating product quality issues to Supplier Technical Support.
• Providing technical assessments for Technicians and Customer Care teams.
• Evaluating staff KPIs periodically (monthly, weekly).
• Implementing operational audits.
• Setting up and maintaining ESD procedures and conducting periodic audits.
• Establishing and delivering technical training sessions.
• Organizing Monthly Technical Quizzes, executing them, and collecting feedback.
• Downloading the latest technical materials and distributing them to all service center staff.
• Communicating repair instructions and precautions to relevant team members.
• Preparing and conducting technical audits.
• Supporting new service product launches, including testing, creating service packages, developing training materials, and ensuring technical readiness.
• Ensuring the implementation of Service Standard Operating Procedures across all service locations through audits, identifying operational challenges, and reporting findings for corrective actions.
• Leading weekly and monthly assessments of technical team KPIs, identifying gaps, and recommending improvements.
• Planning monthly and quarterly training programs to enhance team technical skills and service processes.
• Developing and implementing vendor technical requirements for Service Authorization and Service Level Agreements to regulate relations with vendors.

Language Skills :

Own a Car

Any

Have a Driving License

Any

Job Skills :

Technical expertise : Proven seniority in service repair, including customer management, maintenance, repair management, and KPI development and implementation.

Strong skills in initiative-taking, problem-solving, communication, and effective teamwork.

Excellent planning, organizing, analytical, and influencing skills, with strong oral and written communication abilities.

About The Company

#J-18808-Ljbffr