Technical Support Manager

About Us With more than 4500 professionals, over 50 of the world’s leading IT vendors, and a solid 50-year track record of performance and reliability, the Midis Group is an international organization comprised of over 170 companies across the emerging markets of Europe, the Middle East & Africa. The group is known for its advanced offering of ICT services and consultancy, system integration capabilities, software and hardware solutions, and distribution coverage, along with Data Center capabilities, IT infrastructure and power solutions. The Midis Group was named as one of the World Economic Forum's initial 100 Global Growth Companies. We focus on providing the best in services, with integrity, to vendors, partners, and customers across the destinations we serve. Job Scope The Technical Support Manager is accountable for running and managing the company’s technical support (after sales) installations of new projects and Customer Service Department. S/He addresses technical issues in a timely and efficient manner and works on maintaining strong relationships with partners and end users ensuring full satisfaction at all times. Main Duties and Responsibilities Technical and Operations

Guide the sales team with equipment specifications, technical details and comparisons pertaining to competitive models;

Promote sales services and generate new business across all lines of sales including services;

Work on tender specs and request for proposals (RFPs) of assigned products and services;

Work on tender/quote preparation including but not limited to compliance, technical write-up, suppliers’ pre selection and so on;

Perform site visits as part of project preparations;

Ensure technical follow-ups for tender/quote clarifications sent by end-users;

Fulfill project implementations and supervisions as well as resource allocations;

Provide in-depth root cause analysis of reported technical issues, recommend remedial actions and update processes and procedures;

Establish and maintain strong relationships with partners and customers and achieve full satisfaction on technical and RMA issues;

Attend to technical issues raised by partners and end users in a timely and efficient manner while ensuring proper prioritization of incoming cases;

Ensure constant and effective communication with assigned vendors securing full support on technical issues related to the product equipment/supplies;

Present effective POC/demo to partner’s/end users;

Promote, work and lead according to the rules and regulations communicated by vendors and Midis Group;

Maintain solid relationships with other internal departments;

Maintain records for service contracts and initiate renewal processes with the sales team and clients;

Talent Development

Lead and coach the team cultivating empowerment and ownership;

Develop capabilities and secure a solid succession plan;

Conduct regular performance reviews, identify training needs and oversee development plans.

Requirements

Bachelor’s degree in Electrical or Communication Engineering or any other related field

At least 7 years of relevant experience in broadcasting technologies and/or ELV