Technical Manager
The Technical Manager will be a part of the management team of Sensys Gatso Middle East Safety & Security Company and be overall responsible for managing technical service related operations in The Kingdom of Saudi Arabia. Managing technical staff to ensure all work gets completed on time, within budget, and to customers specifications. Responsible for designing and implementing improved processes and operational policies. Recommend changes to products or services to help fulfill customer needs more efficiently. Responsibility and accountability for the success of the service level management process. The Project Manager is flexible in working hours which include evening/night/weekends.
The Job
- Support the team through coaching, development, coordination, and communication by developing a strategic model for technical support and service.
- Mitigate customer escalation through development of a direct customer resolution plan & providing customers with a temporary workaround for recurring problems until permanent solutions are found.
- Manage day to day operations to ensure requests are resolved in a timely and effective manner by timely identification, investigation, resolution, root cause analysis and replication of technical issues.
- Develop and maintain client relationships by understanding current and future needs of clients.
- Monitoring SLA performance by driving SLA operations for compliance with contractual agreement as per agreed OLA/SLA.
- Continual improvement of the reporting & ratification process.
- Transparency & visibility of service level performance to the Management/Leadership.
- Manages to run the weekly and monthly governance meetings with onshore and customers.
- Monitor the products included in a maintenance contract for optimal performance.
- Work with subcontractors to ensure that they meet the terms of the SLA and provide high-quality service.
- Manage Team leaders and Service Engineer(‘s)/Technician(‘s) in projects/works/repairs/verifications.
- Attend meetings with clients and internal teams to discuss the overall performance and address any issues.
- On occasion, work outside KSA (Sweden, Netherlands, UAE, etc).
- Ensure physical inventory levels remain monitored and replenished when necessary.
Required Experience
- The ideal candidate for this position will have a minimum of 10 years of experience in technical management, with a proven track record of success in the GCC region.
- The candidate must possess a deep understanding of the technical landscape in the region, including a strong network of contacts within the industry.
- The candidate should have experience in managing technical projects and teams, as well as a thorough understanding of industry best practices and emerging trends.
- Strong communication skills and the ability to build and maintain relationships with key stakeholders are essential for success in this role.
- The candidate should also possess a Bachelor's degree in a relevant technical field, with a Master's degree preferred.