Job Description
This is a Team Leader Role based in Liverpool or Manchester
Main job function: Provide Kyocera customers with a professional and efficient technical support service, ensuring full customer satisfaction. Leads, guides and supports a team of Technicians to deliver a very high level of technical effectiveness, product knowledge and customer care.
Key responsibilities and tasks:
• Sets and monitor the teams work standards ensuring all Technicians meet the required standard.
• Develops Technicians to improve work performance standards, by way of technical support and field accompaniment.
• Identify within the team technical strengths and weaknesses to ensure the best utilisation of the resource for the Call Scheduler.
• Provide technical assistance to assigned direct and indirect accounts within timescales specified by SLA’s.
• Make recommendations to RSM for technical training and carries out field coaching in technical and customer care standards.
• Effectively investigate and rectify faults reported by direct and indirect end users.
• Attends unreliable devices to resolve problems by root cause analysis. Can write a detailed report with supporting documentation if required for RSM.
• Perform routine maintenance and modifications/updates as required
• Prov...