Informatic Technical Manager - Core Diagnostics

MAIN PURPOSE OF ROLE

Consistently prepare, install, upgrade, support, troubleshoot and execute as well as supervising service & support people on all IT relevant projects in related to ADD products and meet customer expectation.

MAIN RESPONSIBILITIES

• Ensures all IT projects are delivered and executed as per Statement of work (SOW) to meet the customer expectation and vision
• Assists in the preparation of statement of work documents, ensures that all relevant information is recorded
• Specifies the appropriate hardware solution for our IT solutions and where appropriate liaises with third party IT hardware providers
• Performs initial workflow analysis prior to onsite deployment activities
• Performs the software installation and configuration (including OS, application and database)
• Delivers structured software application product training to the end user
• Provides comprehensive support for all entire IT solution. Support may be delivered by telephone, remote access or on-site
• Achieves consistent high level of customer satisfaction as measured by NPS
• Supports the sales team to manage all post-sales IT activities and provide expert knowledge
• Maintain and develop new business with existing customers throughout their contract by optimizing our IT products and quality of service
• Use customer contact activities tools and systems, and update relevant information held in these systems
• Supports the commercial procurement process by assisting in the provision of technical information and responses
• Supervise and provide training to Service and Support people in regard with troubleshooting level-1 middleware problem
• Taking care and monitor all existing IM&AMS customers
• Work in a safe and environmentally responsible manner

QUALIFICATIONS