Technical Lead – Imaging
Role Objective: The job holder will be responsible for ensuring that timely and effective technical support service is provided to all CCL Customers.
He/she will provide weekly reports on technicians’ performance, status of machines in the field and PM services done.
Duties & Responsibilities:
- Overall supervision of the Imaging Technical team
- Check and verify spares requirements put in by technicians in the Imaging Technical team
- Ensure the requested spares are correct from diagnosis perspective
- Ensure accuracy of spares requisitions to principles
- Track & check all Imaging technicians’ daily calls journals and sign off
- In charge of all major accounts machines in the group and PR visits to major accounts
- Monthly reports submission on major accounts to the Service Delivery Manager & Business Unit Head – Imaging
- Field assistance to the Imaging Technical team
- Handle & close all technical escalations coming from customers due to unresolved issues
- Identify training needs for the Imaging Technical team
- Arrange for formal/informal training sessions for the teams in-house or at customer locations
- Coordinate with the Head of Business for supplier initiated trainings
- Coordinate & ensure the certifications are completed for self & for the team
- Call escalation to principals and ensure that the issues are closed
- Plan and attend technical meetings with the clients with a view of improving their customer experience
- Process, follow-up & close warranty claims with suppliers
- Performance management of Imaging Technical team
- Ensure timely completion of Technical certifications for self & technical team
- Proactive coordination with Sales & CRS team
- Assist the ‘Service Delivery Lead – Imaging & Helpdesk for routing of engineers
- Any other duties & responsibilities assigned by the supervisor from time to time
Requirements:
- Diploma in Electrical / Electronics / Mechanical / Instrumentation engineering
- 5 years’ plus experience in a Technical Management / lead role
- Established IT & Connectivity skills – experience preferred
- Strong understanding of customer impact metrics & solutions in Imaging
- Proven interpersonal and team coordination skills
- Proven proficiency on MS-Office
- Data Analytical skills
Key Performance Indicators:
- Daily checking of call journals from the Imaging Technicians and sign off
- Periodic review of respective tech teams based on daily reports – Publish MOM to Service
- Delivery Manager – OA
- Share periodic reports on calls received vis-à-vis completed and reasons for pending calls and action plans for pending by every Monday
- Prepare a comprehensive monthly report and present the same to the Service Delivery
- Manager – OA
- Strive to maintain the service response time by the technical team is below two (2) hours
- 100% of assigned PMs are completed by the end of every month
- Ensure that repeat call rate is below 5%
- Ensure that the average minimum productivity per engineer is five (5) calls per day
- Monthly reports submissions on major accounts to the Service Delivery Manager & Head of Business – OA Imaging Outright
How to Apply
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