Job Description:
Purpose of role:
As pre-sales and post-sales technical manager is responsible for providing technical expertise and support to both the sales team and customers before and after a product or service is sold.
This role typically involves working closely with sales representatives, customers, and various internal teams to ensure successful product demonstrations, installations, and ongoing customer support.
Involves overseeing the activities of a team responsible for providing initial technical support and assistance to end-users or customers.
The primary focus is on addressing and resolving basic technical issues, ensuring efficient and effective support services, and maintaining customer satisfaction:
Main responsibilities:
Team Leadership: Lead the team of 1st Line Support or Help Desk technicians, including their day-to-day activities, performance, and professional development. Set goals, provide feedback, and conduct regular training sessions.
Incident and Request Management: Ensure timely and accurate handling of incoming support requests, incidents, and service requests. Assign and prioritize tasks within the team to meet service level agreements (SLAs) and customer expectations.
Technical Support: Provide guidance and assistance to the team in resolving technical issues. Escalate complex problems to higher-level support teams or vendors, as required.
Customer Interaction: Interact with customers or end-users to understand their support needs, address their concerns, and provide excellent customer service. Maintain a high level of professionalism and empathy while dealing with customer inquiries or complaints.
Process Improvement: Continuously evaluate and enhance support processes, workflows, and documentation to ensure efficiency and productivity. Identify recurring issues and work with other teams to implement permanent solutions or preventive measures.
Reporting and Metrics: Track and analyze support performance metrics, such as response times, resolution rates, and customer satisfaction scores. Prepare reports and present findings to management, highlighting areas for improvement or optimisation.
Collaboration: Foster effective collaboration and communication with other teams, such as 1st and 2nd Line Support, and Field Service Operations, to ensure seamless end-to-end support processes and the resolution of complex issues.
Pre-sales Responsibilities:
Technical Expertise: Possess in-depth knowledge of the company's products or services, as well as the industry and market trends. Understand customer requirements and effectively communicate how the product or service meets their needs.
Product Demonstrations: Conduct product demonstrations and presentations to potential customers, showcasing the features and benefits of the product. Address any technical questions or concerns raised by customers.
Solution Design: Collaborate with the sales team to design customized solutions that meet the customer's requirements. Provide technical input during the proposal development process.
Proof of Concept (POC): Coordinate and manage the execution of proof of concept activities to demonstrate the viability and value of the product or solution to potential customers.
Technical Documentation: Create and maintain technical documentation, including user guides, installation manuals, and FAQs, to support the sales process.
Post-sales Responsibilities:
Customer Support: Provide technical support and guidance to customers after the product or service is purchased. Troubleshoot and resolve any technical issues or challenges that arise.
RMA Management
Customer Training: Conduct product training sessions for customers, ensuring they have a comprehensive understanding of how to use and maximize the benefits of the product.
Relationship Management: Foster strong relationships with customers, acting as their primary technical point of contact. Regularly engage with customers to ensure their satisfaction and identify opportunities for upselling or cross-selling.
Escalation Management: Serve as a liaison between customers and internal teams, such as product development or engineering, to resolve complex technical issues or escalate them as necessary.
Continuous Improvement: Gather customer feedback and insights to identify areas for improvement in product functionality, features, or support processes. Collaborate with internal teams to drive product enhancements or updates based on customer needs.
Skills and Qualifications
Technical Expertise: Strong knowledge and understanding of the product or service being sold, as well as the relevant industry and market trends.
Communication Skills: Excellent verbal and written communication skills to effectively interact with customers, sales teams, and internal stakeholders.
Problem-Solving: Ability to analyze complex technical issues and provide creative solutions to customers' problems.
Customer-Focused: Dedication to delivering exceptional customer experiences and building long-term relationships.
Project Management: Proficiency in coordinating and managing multiple projects simultaneously, ensuring timely and successful delivery.
Team Collaboration: Capability to collaborate effectively with cross-functional teams, including sales, product development, and customer support.
Adaptability: Flexibility to work in a fast-paced environment, handle changing priorities, and adjust strategies as needed.
This profile requires a combination of technical expertise, customer-centricity, and strong communication skills to support the sales process, address customer needs, and drive customer satisfaction.