Technical Support & Training Manager, APAC
IT, Customer Service
Posted on Thursday, September 7, 2023
Who are we?Kramer is a leading player and pioneer in the audio-visual industry. Our product and solutions power creativity, collaboration, and engagement.At Kramer, we make award-winning, innovative, and reliable audio-visual hardware, software, and cloud-based solutions. We believe that technology can amplify the human experience and help people reach their potential.Enterprise companies, schools, universities, governments, and military end-users trust and rely upon our technologies in more than 100 countries across six continents worldwide.From AVSM to advanced cloud-based communication, collaboration and control solutions, Kramer creates audio visual experiences that are more engaging, more inclusive and more connected than ever before. Your Role:We are looking for a Technical Support and Training Manager, APAC to join our team in Singapore. This position involves ensuring efficient tier 2 technical support while also designing and delivering comprehensive training programs for our partners.Responsibilities:
- Diagnose and resolve escalated technical issues that require tier 2 expertise.
- Collaborate with cross-functional teams to ensure complex technical issues are addressed promptly.
- Design and implement training programs for partners, focusing on enhancing their technical knowledge and product understanding.
- Deliver engaging and informative training sessions in various formats, including in-person and virtual settings.
- Evaluate training effectiveness through assessments, feedback, and performance metrics.
- Collaborate with product and development teams to stay updated on product features and changes.
- Continuously improve training content to align with technological advancements and industry trends.
- Serve as a technical mentor and resource for both the technical support team and partners.
- Stay informed about partner needs and expectations to ensure training is relevant and impactful.
- Maintain training records and documentation to track partner progress and training outcomes.
- Create performance dashboards and reports that provide a clear overview of team performance metrics.
- Bachelors in information technology or related field
- Must have minimum 5 years’ experience in handling technical support and training. Prior experience in presales will be advantageous.
- Should have comprehensive knowledge of the technologies in the industry like Audio Visual technologies, Networking & IP technologies, Cloud and Security.
- CCNP and any other networking certifications are preferred.
- Excellent communication and presentation skills.
- Ability to collaborate effectively with internal teams and external partners.
- Leadership and mentoring abilities to guide technical support and training teams.
- Knowledge of troubleshooting methodologies, strong problem-solving techniques and adaptability.