Position Senior Manager – Technical Support
Segment Technical Support
Location Bangalore
Business Apple Authorized Service Centres /Contact Centre/ Onsite Technical Support
Total Experience Over 11 yrs of Experience
Qualification Graduate/ MBA/BE/Btech
Key Responsibilities
  • Accountable for the overall functioning of service locations, Contact Centre, Onsite
  • Technical Support and Remote Support.
  • Ensure an organization wide culture aligned to its Vision and Values with special focus on Service Excellence on all parameters.
  • Drive strategy to improve Revenue, CSAT scores, Customer Retention.
  • Drive strategy to reduce the Apple repair TAT.
  • Responsible for the call centre operations and drive customer service and revenue.
  • Responsible to drive the audit compliance for the service team.
  • Monitoring the effectiveness of the team against SLA/KPI’s, driving through the change as needed to deliver continual service improvement.
  • Prepare reports, analysis and working out a strategy for improvement of revenue and quality parameters.
  • Ensuring proper stock management and audit compliances across the service function.
  • Revenue and Quality target needs to be ensured at all times.
  • Responsible for the overall P&L of each location under the assigned territory.
  • Maintain Team of engineers providing technical support to the corporate customers.
  • Liaising with other team members, including interacting with relevant staff of different areas of the organization.
  • Establishing and measuring individual performance expectations , Regularly reviewing the team performance and guiding the team to ensure 100% performance standards.
Key Requisites
  • Knowledge on computer hardware & software.
  • Excellent language fluency, excellent verbal & written communication skills.
  • Time Management, Organizational problem-solving and analytical skills
  • Ability to work with others and find creative solutions to current and future challenges
  • Proficiency of using Spreadsheets and ability to analyze data and arrive at meaningful outputs.
  • Knowledge of workplace safety policies and regulations, HR procedures
  • Should be able to handle customer queries and should aim at customer delight.
  • Should have handled a large team
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