Technical Services Manager

2 weeks ago

Makati City, National Capital Region, Philippines One Depot Full time ₱1,200,000 - ₱3,600,000 per year

The Technical Services Manager is overall in-charge in enhancing customer satisfaction, streamlining operations, and driving continuous improvement in Technical Department.

People Management

  • Lead and manage the Technical Department for Managed Print Services and Rental Services providing guidance and training, and mentorship.
  • Monitor service performance metrics of team and conduct evaluation as necessary.

Customer Satisfaction and Service Excellence

  • Handle escalated service issues and provide advanced troubleshooting assistance.
  • Collaborate with Sales Managed Print Services to resolve technical concerns of clients.

Forecasting (Supply Management)

  • To ensure equipment, spare parts, and consumables availability wherever it is needed.
  • Validate and Approve recommendations for equipment purchase and disposal from Technical Supervisor.

Manage Print Services

  • To establish and complete the pool of service engineers for Manage Print Services of the company.
  • To continuously improve the process and policy for Managed Print Services in Support Team - Technical Department.
  • Verifies and approve the generated reports through Meter Reading of Printer and Copier Equipment installed in the customer premises. Submit the Actual Billing of the customers to Accounting for generation of invoice.
  • Validate and Approve Recommendation on Repairs vs. Purchase of equipment.

Rental

  • Manages inventory of Rental Services.
  • Forecasting (Supply Management)

Customer Support

External

  • To understand issues and concerns of the customer and prepare solutions to maintain customer satisfaction.
  • Manage service ticketing systems and workflow automation tools to improve efficiency.
  • Drive customer satisfaction through proactive communication and effective issue resolution.
  • Identify opportunity for automation, self-service and process enhancements.
  • Ensure compliance with SLAs (Service Level Agreements) and customer service standards.

Internal

  • To consult and coordinate with other departments (Sales, Accounting, HR) in all items to ensure continuous customer satisfaction both external and internal

Research and Development

  • To look for new models that will be marketed by the company that will satisfy the needs of the customers with regard to Print Technology requirements
  • To introduce new technology and ensure supply continuity of equipment (Copier, Printer, spare parts, and Consumables) needed
  • To Identify a steady pool of reliable local and international suppliers with lower cost but high quality.
  • Create and update technical service documentation, FAQs, and training materials.

Others

  • To understand all new and old contracts with regard to Service Level Agreements in order to deliver the proper and expected SLA by the customer.

JOB QUALIFICATIONS

  • Bachelor's degree in Electronics Engineering, IT, or any related technical field.
  • At least 5 years of experience in technical services for printers and copiers, with supervisory or managerial role.
  • Strong knowledge of Managed Print Services (MPS), equipment maintenance, troubleshooting, and supply management.
  • Proven leadership skills in managing and mentoring service engineers.
  • Excellent problem-solving, communication, and customer service skills.
  • Proficient in-service management tools and MS Office applications.
  • Strategic thinker with the ability to improve processes and ensure SLA compliance.

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