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.

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.

Technical Lead Job Duties & Responsibilities in Kenya

  • 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 theircustomer 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 for Technical Lead Jobs in Kenya

  • 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

Interested candidates can send their online applications at nftkenyajobs@gmail.com

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