Found Description
Technical Support
- Manage daily technical support activities for smart card printers, card personalization systems, and associated hardware and software.
- Provide Level 2 and Level 3 technical support for complex customer issues.
- Diagnose and troubleshoot hardware, software and production-related problems.
- Support remote and on-site customer service activities.
- Develop preventive maintenance programs for customer equipment.
- Ensure service level agreements (SLAs) are achieved.
Team Management
- Lead, coach, and develop the technical support team.
- Allocate resources and manage service schedules.
- Monitor team performance and establish KPIs.
- Conduct technical training and knowledge‑sharing sessions.
- Recruit and onboard new technical support engineers.
Customer Relationship Management
- Act as the primary escalation point f...