Career

JOB ROLE: Technical Support Manager

Key Deliverables

A new opportunity has arisen within TelExcell for a Technical Support Manager. • The post holder is responsible for managing a team of Service Delivery and Support Specialists to provide first class service and post sales support to TelExcell's Service customers.
• The team manage the provision, maintenance and repair of complex network for TelExcell's enterprise and corporate customers.
• The successful candidate will be experienced in leading and developing a support team within a managed services environment.

Key Responsibilities

• Manage a support team to provide first class post sales support to TelExcell's Managed Service Customers
• Provide input into the pre sales process and act as a lead on support and service issues, strategy and approach
• Develop and grow a new post sales Service Management function
• Set clear objectives, evaluate progress and install a high performance culture with focus on team work, service excellence and ownership for resolving customer issues
• Set-up, manage and improve standards and procedures within the team
• Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate
• Manage the team and individual performance, technical and skills development
• Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
• Cascade business objectives and targets to the team
• Review daily priorities and take appropriate action to ensure results are achieved
• Remain aware of new product developments in the area of network technology providing input and tactical direction to the business on customer service and support challenges
• Liaison with the internal functions including sales, product management, engineering, network operations, provisioning and other service functions
• Ensure high quality, up-to-date documentation exists for all service arrangements
• Ensure test labs are maintained to agreed standards and all relevant testing is documented
• Provide input into the company service strategy

Candidate Profile

• Experience leading and developing a support team in a managed service environment
• Previous experience in a Distribution, System Integration or Managed Service business
• Able to juggle priorities to meet deadlines without cutting corners
• Follow up on and take responsibility for unresolved issues or escalations
• Experience of driving change initiatives in a service environment
• Experienced and conversant in Service Level Agreements and Operational Schedules
• Able to identify Business Development opportunities
• Technical understanding of Networking and Wireless technologies and solutions
• Experience of working with Cisco MPLS networks
• Able to develop effective relationships internally at a variety of levels and work closely with commercial departments such as sales and product management
• Effective interpersonal and communication skills
• Experience improving and developing the knowledge & skills of others
• Able to work on own initiative to develop the team
• Excited by the Wireless, Networking and emerging technologies
• CCNA qualification an advantage

Job Description

• Develop Channel market for TelExcell range of products on All India Basis.
• Strategic product positioning.
• Evolve strategy to improve market share
• Develop channel in new markets monitor sales through channel partners to defined targets
• Design sales promotional activities for channel partners.
• Identify, recruit and on-board new channel partners within assigned territory.
• Manage sales activities of partners to generate revenue.
• Coordinate with partners to create and execute business plans to meet sales goals.
• Analyze market trends and accordingly develop sales plans to increase brand awareness.
• Evaluate partner sales performance and recommend improvements.
• Educate partners about product portfolio and complimentary services offered.
• Address partner related issues, sales conflicts and pricing issues in a timely manner.
• Manage sales pipeline, forecast monthly sales and identify new business opportunities.
• Develop positive working relationship with partners to build business.
• Stay current with latest developments in marketplace and competitor activities.
• Communicate up-to-date information about new products and enhancements to partners.
• Develop process improvements to optimize partner management activities.
• Work with partners to develop sale proposals, quotations, and pricings.
• Deliver customer presentations and attend sales meetings and partner conferences.
• Assist in partner marketing activities such as tradeshows, campaigns and other promotional activities.

Desired Profile

• Graduate + postgraduate qualification in sales / marketing.
• Minimum - 3 years in channel sales.
• Should have operated in more than one region in his sales career.
• Preferred experience in Wireless, Networking, Surveillance & VoIP Products.

Job Description

• Organizational Support
•Present a professional, welcoming first contact to all clients, funders, vendors, board members, staff, media, etc. – by phone, in person, and email. Responsibility for development & implementation of efficient office systems
•Responsible for keeping office equipment maintained
•Responsible for organizational functions and general meeting support: including arranging, follow up calls, maintaining office space schedules, securing food and supplies, copying + faxing
•Responsible for incoming and outgoing mail, shipping and receiving
•Responsible for maintenance of common spaces for appearance and functionality
•Responsible for managing supplies and maintenance of storage areas
•Provide support for teams: staff travel arrangements and expense tracking, program and stipend supplies, etc.
•Provide support for Marketing/Communications; maintain mailing list, assist with mailings and packets, web updating
•Provide support for IT department: help monitor staff needs, assist staff with problem solving, assist IT staff as requested
•Provide support for Human Resources: interview schedule, applicant pool, resume files, orientation, monitoring time sheets
•Provide support for Finance; monitor staff credit card purchases and documentation, reconcile monthly VISA bill

Desired Profile

• Female Candidate Only
• Bachelors degree or equivalent work experience
• Proactive, helpful, can-do attitude
• Flexibility to adjust to dynamic work environment
• 2 years minimum administrative experience
• Good writing skills
• Experience with non-profit organizational administrative systems preferred
• Neat, organized, able to work independently and interdependently, welcoming to the public
• Computer literate including spreadsheets, word processing, e-mail, web