Technical Support Manager

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We are looking for a highly motivated driven person, a real team player that can lead the team to accomplish their main goals:

 Projects: 

 Lead your technical support team to timely execute the PCM projects, respecting what has been agreed in the Master Specification taken into account design for life principles, budget, timing, lifecycle costs, maintenance costs, deliverables, training….

 Product Quality:

•  High involvement and close follow-up from the technical support team of the product quality in the field by analyzing the feedback from the CC’s through WAnT, FReT, myQUEST… with all available tools as there currently are SAS VA, Power BI, …
•  Ensure that you and the team members initiate counter actions with all involved departments to solve quality issues in a fast efficient way.
•  Introduce counter actions at CC’s in production to improve the product quality.

 Field Support:

•  Further implement augmented support as a first in mind toolset for technical support to improve the time to solution and to reduce delays due to travel time, …. 
•  Focus on building Trax troubleshooting guides with the help of the Gecia team in order to increase the “self-support” of the local field service engineers so they can perform their tasks independent, prepared, efficient safe in one go.
•  See that documents are/become available on the standardized platforms. 
•  The goal is that the field becomes self-supportive that firefighting becomes the exception.

 Training:

 Support our Air Academies with quality material, standardized simulators and troubleshooting exercises to perform trainings and decrease the time to competence of the field service engineers. 

 Develop and provide technical training packages to assure field competence is in pace with equipment development.

 Define and follow up the competence gaps in the customer centres and provide hands on product trainings for Customer Centres to close prevent competence gaps and monitor their effectiveness.

 Team Coaching:

 Create a cross divisional mindset and manage a team that can offer structured, most professional and timely day to day service support to the Customer Centres, in all required competences.

 Manage the daily support processes in the team, follow up on KPI's, take actions where needed.

 Manage the PQM and TCM process and contribute to its effectiveness. The ultimate target being to reduce product warranty costs continuously.

 Coach and empower the service specialists/experts and give strong support in improving the effectiveness of the team.