Intellian is a leading global provider of stabilized satellite antenna systems. Built upon our patented RF, stabilization and tracking technologies, our products support a wide range of industries, including Commercial Maritime, Offshore Energy, Defense & Intelligence and Luxury Yachting. Our comprehensive range of antenna systems includes Satellite TV, VSAT, Global Xpress, FleetBroadband and Iridium Certus solutions.
Technical Support Manager
Oversee all aspects of Technical Support & Services in Region and be responsible for developing new strategies to better serve Intellian Customers. Concentrating on the region to fully support all related technical cases and troubleshooting to the same exceptional levels of in region accounts.
To manage and develop support capability within the region (contributing to global direction and strategy):
Implement strategic development plans to support Sales and Operations strategy & activities
Fully understand the dealer network and their technical support requirements, implementing processes and/or systems that enhance support capabilities and in turn customer satisfaction.
Maintain an active overview of Intellian regional technical staff both abilities and requirements
Orchestrate comprehensive training program for regional customer and sales team’s requirements
Collaborate with global teams for TS visibility, escalation cases, and reporting structure
Ensure regional requirements are developed in conjunction with wider teams
Develop Internal training and higher-level support strategy for the region to maximize growth
Implement support system improvements for efficiency and customer satisfaction
Oversee cases of strategic importance and strategic accounts
Responsible for maintaining an overview and ultimately a full resolution of the most critical cases in-region.
Mentor regional team to be innovative in finding a resolution to problems empowering the department to develop self-sufficiency
Document and report any technical concerns to internal Quality and R&D teams
Maintain departmental budget and expenditure
Manage Spares stock volumes
Integrate with key partners to become a value-added service.
Ensure the region hits annual revenue targets for Support services.
Develop and maintain strong direct relationships with key customer technical support representatives