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Manager Technical Support

Operations/Manufacturing/Customer & Technical Service
190000K1 Requisition #

Technical Support  Manager                                                                                REQ# 190000K1

Position Overview: 


Responsible for maintaining a positive customer experience by managing a team of Technical Product Support Specialists and Depot Technicians that provide technical support to field service technicians and customers by ensuring cost effective solutions are utilized to meet contractual commitments.  The key responsibilities will be to ensure Technical Support is provided to our technicians in Japan and fulfilling Depot Service contractual commitments to achieve customer satisfaction.  Position serves as liaison between the customer needs and the Company’s infrastructure mobilizing the supply chain, engineering, and/or technical capabilities and resources as needed.




Direct Area Service

Key Actions/Activities                                                                                                             50%

·     Manage team responsible for acting as the single point of escalation for technical issues that technicians are unable to resolve  

·     Provide Acceptance Testing for Entrust Datacard products to ensure product quality

·     Provide Out of Box failure reports to Corporate locations to identify and product defects discovered during Acceptance Testing

·     Ensure accurate and timely reporting of Service Requests by all employees

·     Drive cost reduction from the service business in areas such as labor and parts management

·     Responsible for managing Service Depot contract relationships with the customer to ensure satisfaction and profitability

·     Service revenue, expense and profitability planning, and forecasting for area of responsibility

·     Responsible for ensuring resource allocation achieves maximum utilization and efficiency of staff time and skill set

·     Management of Key Performance Indicators

·     Negotiate service maintenance agreement for area customer accounts

·     Resource balancing to help coordinate emergency maintenance as needed

·     Manage appropriate escalation processes through Asia Pacific Regional Technical Support team and facilitate follow-through as required

·     Develop and maintain close working relationships with customers and capitalize on networking opportunities to promote the company and its services


People Leadership & Management

Key Actions/Activities                                                                                                            50%

·    Direct, influence, and motivate the service team

·    Create Goals and Objectives for all team members by established Corporate completion date

·    Complete all Management related timelines as established by Human Resources 

·    Build strong and open cross-functional relationships with superiors, peers and team to coordinate resources

  • Manage and motivate direct reports on all aspects of people and staff management including performance, attendance, capability and disciplinary issues
  • Support and coach direct reports to ensure that issues and risks are escalated to allow adequate investigation and resolution and manage such situations to ensure business and individual credibility is kept intact
  • Lead continuous improvement culture focused on customer delight


Basic Qualifications

Associates degree in Electronics or equivalent verifiable training

  • Ability to effectively communicate in English

·   Minimum of 2 years’ experience managing or supervising people

·   Minimum of 3 years’ experience managing Service-based customer relationships


Preferred Qualifications
  • Degree in Engineering or technical field
  • Proven technical aptitude; displayed ability to learn new technologies and concepts and to synthesize new information
  • Proven experience defining and executing Service strategies for growth
  • Basic English communication and presentation skills
  • Strong negotiation and verbal communication skills
  • Six Sigma, Operations, and processing training is a plus
  • Previous experience in Lean Manufacturing Environment
  • Previous experience using Lean Quality Tools including Value Stream Maps, 5 Why, Kaizen, PDCA, etc.

·      This position may be subject to specific background requirements as required by site specific contracts


About Entrust Datacard


Our growing company relies on curious, dedicated and innovative colleagues to anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust Datacard technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers. Each year, our solutions secure billions of transactions — and every day, our technologies issue and manage more than 10 million secure identities. How do we do all of this? Together.

Join us. Together we’ll create solutions for a more connected, mobile and secure life.

For more information, visit Follow us on Twitter, YouTube and LinkedIn.

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