Technical Solutions Manager

5 days ago


Gujranwala, Punjab, Pakistan Idemia Full time

About the Role:

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This position is responsible for optimizing customer satisfaction and business value by ensuring solutions are delivered in accordance with customer contracts and implementing scalable maintenance strategies.

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Main Responsibilities:

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  • Maintenance Strategy Development: Develop tailored maintenance plans that meet customer requirements, including spare parts management, software updates, and support team organization.">
  • KPI Tracking and Action Planning: Monitor customer service metrics and maintenance budget, identifying areas for improvement and driving action plans to enhance performance.">
  • Field Support Engineer Oversight: Manage dedicated field customer support engineers to ensure seamless execution of maintenance activities.">
  • Stakeholder Communication: Maintain effective communication with customers and internal stakeholders through regular meetings and reporting.">
  • Maintenance Strategy Improvement: Propose enhancements to the maintenance strategy throughout the contract lifecycle to maximize value for both IDEMIA and the customer.">
  • Crisis Management: Develop, drive, and communicate resolution action plans in close coordination with customers and internal stakeholders to mitigate issues effectively.">
  • Solution Understanding: Possess a deep understanding of technical specifications, client requirements, and solution architecture to inform maintenance decisions.">
  • Maintenance Activity Management: Define and manage maintenance activities for straightforward solutions.">
  • Critical Situation Management:">
  • Support Activities Reporting: Prepare and communicate comprehensive Support Activities Reports, presenting results to customers in a clear and concise manner.">
  • Collaboration and Guidance: Work closely with more experienced Service Delivery Managers to receive guidance and oversight.">
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Key Skills and Qualifications:

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The ideal candidate will possess strong analytical and problem-solving skills, excellent communication and stakeholder management skills, and the ability to work effectively in a team environment.

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Why Join Us:

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We offer a dynamic and supportive work environment, opportunities for professional growth and development, and a competitive compensation package.



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