Technical Support Supervisor
2 months ago
Role Profile
The purpose of the role is to supervise a small technical support team to service and repair the Division’s products and assist on pre- and post-installation activities.
Key Responsibilities:
• Supervise the Technical Support team to respond promptly to service and fault calls in accordance to SLA
• Plan and organise the servicing and maintenance of the Division’s products on-site to ensure satisfactory performance of the company’s products and its timely execution in accordance to SLA
• Plan the work schedule of the Technical Support team
• Advise end-users and customer of potential problems and follow up on them
• Interact with end-users and customers to understand the problems they face in using the company’s products and feedback to the Technical Support team and/or supplier for resolution
• Ensure proper inventory control and timely procurement of equipment spares
• Assist in the proper installation, testing and commissioning, and smooth operation of the Division’s product at customer’s site
Competence (Knowledge, Skills and Abilities):
• Understanding and knowledge of the Singapore healthcare and/or inspection security sectors and their operating environment
• Skills in trouble shooting technical problems related to the company’s products
• Skills in relating to and servicing the end-users with a win-win mind set
• Skills in negotiation with end-users on non-critical product maintenance requirements
• Skills in preparation and use of training materials to train and upgrade skills of Technical Support team members
• Certification in Basic Ionising Radiation Safety (General) Course, if applicable
Requirements:
• Strong technical knowledge with and certification on in-house products
• Able to deal with routine tasks and perform tasks with some level of complexity.
• Take decisions for own tasks in defined degree of freedom.
• Able to solve problems in most cases and within guidelines.
• Works independently within guidelines, defined procedures and direction.
Education & Experience:
• Diploma or equivalent in Biomedical, Security Technology and other related studies
• Minimum 5 years’ experience with at least 2 years of supervisory experience in related industry
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