Technical Support Manager

The Technical Support Manager is a critical part of the region with a focus on delivering pre-sales demonstrations and post-sales technical support and training to drive great customer experience. The incumbent will focus on understanding customer's requirements, challenges and opportunities to improve and determine the best available products and solutions available in the business thus driving to achieve defined sales and business objectives.

The Technical Support Manager is responsible and accountable for (but not limited to) the following:

• Support with the development of the technical support strategy and execute the implementation of tactical plans to ensure effective engagement with end customers or channel partners, to ensure effective use of our solutions, understand use-case challenges and coming up with effective suggestions and solutions to drive customer satisfaction.
• Ensure continuous improvement in the level of support received by all customers, increasing customer satisfaction and maintaining service level agreements.
• Assist existing partner technical support and sales teams by providing product and application training, job site demonstrations, field troubleshooting and assist in product and solutions including Total Stations, Digital Levels, SmartNet, TLS, GIS products, GNSS, mobile mapping, UAV, Machine Control, BIM and related software.
• Provide pre-sales support for sales activities including needs analysis, data review, product demonstrations and other general sales support.
• Promote customer awareness of after sales products to maintain a seamless service, e.g. Customer Care Packages (CCPs), training courses, myWorld portal, etc.
• Carry out testing of existing customer equipment, including troubleshooting hardware and software for faults and data quality control.
• Become an expert in the features, benefits and application of Leica Geosystems/Hexagon products and solutions.
• Translates customer problems and requirements into business solutions using existing hardware and software products/solutions and supports sales efforts for existing and prospective customers.
• Communicate via phone, email, face-to-face and web meetings with current and prospective customers, assisting and guiding them with their questions and requirements.
• Provide proactive support to customers, upskilling users periodically and upselling new solutions to existing customers by showcasing value.
• Proactive with own personal development of skills, both professional and technical to be seen as a Subject Matter Expert (SME) in the business and a true business partner to the Sales and Support teams.
• Periodic reports on support provided to customers and ensure feedback to Product Development teams (for product improvement opportunities) and technical Support Specialists (for training purposes) and to understand support provided to customers without CCPs.
• Provide regular reports/Management Information (MI) to the management team on all technical workflow with all product lines and manage/analyze regular status updates and this will include work volumes, performance, complaints and quality and escalate where necessary to Senior Managers.
• Share and communicate customer challenges and requirements to internal product development teams to enable translating into workable solutions.
• Perform any other duties as requested by the Manager.

Education, Experience, Training and Special Skills

• A degree or higher education in a relevant discipline (Survey/Civil Engineering) is preferred with at least 6-8 years of technical support experience in related product lines.
• Working knowledge of Survey/Construction instruments (GNSS, TPS, Laser, Leica preferable, but not essential).
• Awareness or working knowledge of design and data processing software (Infinity, LGO, Liscad, n4ce, LSS, Cyclone AutoCad, etc).
• Must have a good working knowledge of surveying or related product/solutions.
• Exceptional interpersonal skills with proven ability to build customer relationships.
• Ability to work independently to solve problems, as they arise and under pressure and to deadlines.
• Strong presentation skills especially to groups and forums of customers.
• A passion for superior product delivery and customer service and an appreciation for the need for a positive end-user experience.
• Fluent in English, Arabic and preferably in French with command over other regional languages will be an added advantage.