Technical Lead (Imaging) Job in Kenya

Mar 16, 2016

Technical Lead - Imaging
 

Role Objective: The job holder will be responsible for ensuring that timely and effective technical support service is provided to all CCL Customers. 

He/she will provide weekly reports on technicians’ performance, status of machines in the field and PM services done.
 

Duties & Responsibilities:

• Overall supervision of the Imaging Technical team


• Check and verify spares requirements put in by technicians in the Imaging Technical team


• Ensure the requested spares are correct from diagnosis perspective


• Ensure accuracy of spares requisitions to principles


• Track & check all Imaging technicians’ daily calls journals and sign off


• In charge of all major accounts machines in the group and PR visits to major accounts


• Monthly reports submission on major accounts to the Service Delivery Manager & Business Unit Head – Imaging


• Field assistance to the Imaging Technical team


• Handle & close all technical escalations coming from customers due to unresolved issues


• Identify training needs for the Imaging Technical team


• Arrange for formal/informal training sessions for the teams in-house or at customer locations


• Coordinate with the Head of Business for supplier initiated trainings


• Coordinate & ensure the certifications are completed for self & for the team


• Call escalation to principals and ensure that the issues are closed


• Plan and attend technical meetings with the clients with a view of improving their customer experience


• Process, follow-up & close warranty claims with suppliers


• Performance management of Imaging Technical team


• Ensure timely completion of Technical certifications for self & technical team


• Proactive coordination with Sales & CRS team


• Assist the ‘Service Delivery Lead – Imaging & Helpdesk for routing of engineers


• Any other duties & responsibilities assigned by the supervisor from time to time

Requirements:

• Diploma in Electrical / Electronics / Mechanical / Instrumentation engineering


• 5 years’ plus experience in a Technical Management / lead role


• Established IT & Connectivity skills - experience preferred


• Strong understanding of customer impact metrics & solutions in Imaging


• Proven interpersonal and team coordination skills


• Proven proficiency on MS-Office


• Data Analytical skills

Key Performance Indicators:

• Daily checking of call journals from the Imaging Technicians and sign off


• Periodic review of respective tech teams based on daily reports - Publish MOM to Service


• Delivery Manager - OA


• Share periodic reports on calls received vis-à-vis completed and reasons for pending calls and action plans for pending by every Monday


• Prepare a comprehensive monthly report and present the same to the Service Delivery


• Manager - OA


• Strive to maintain the service response time by the technical team is below two (2) hours


• 100% of assigned PMs are completed by the end of every month


• Ensure that repeat call rate is below 5%


• Ensure that the average minimum productivity per engineer is five (5) calls per day


• Monthly reports submissions on major accounts to the Service Delivery Manager & Head of Business – OA Imaging Outright

How to Apply
 

CLICK HERE to apply online