Senior Technical Support

Technical Support

• Manage daily technical support activities for smart card printers, card personalization systems, and associated hardware and software.
• Provide Level 2 and Level 3 technical support for complex customer issues.
• Diagnose and troubleshoot hardware, software and production-related problems.
• Support remote and on-site customer service activities.
• Develop preventive maintenance programs for customer equipment.
• Ensure service level agreements (SLAs) are achieved.

Team Management

• Lead, coach, and develop the technical support team.
• Allocate resources and manage service schedules.
• Monitor team performance and establish KPIs.
• Conduct technical training and knowledge‑sharing sessions.
• Recruit and onboard new technical support engineers.

Customer Relationship Management

• Act as the primary escalation point f...