Technical Support Lead / Manager - Pune

About Company :

Interested to become part of team revolutionizing the Medical Anatomy Study!

Cofounded by graduates from IIT KGP, DCE and IIM A, Immersive Labz works on cutting-edge medical technology specializing in creating immersive virtual reality experiences for medical professionals. Immersive Labz has been funded and backed by top Education Institute and other serial investors in India.

We have built India's first human size virtual human dissection table Cadaviz. It addresses the biggest challenge in medical education around human anatomy and dissection study due to cadaver shortage.

Product Video: https://youtu.be/m5ROMhCBrfk

Responsibilities

Managing team performance, resolving escalated customer issues, implementing support processes, and collaborating with other departments to improve product functionality and customer satisfaction.

Managing the team responsible for providing technical support to customers, troubleshoot-ing technical issues, conducting repairs, identification of software and hardware problems with electronics and providing customer education.

Should possess excellent technical, communication, and customer service skills along with a keen attention to detail for documentation and tracking of service work.

Provide support for the company's product hardware installation, like preparing the product packing list, packaging, dispatch, delivery and installation.

Required to do field visits for product testing at manufacturing site and customer locations. Ensure proper commissioning of systems at customer place.

Desired Skills:

5+ years of experience in managing a team of technical support engineers.

Experience in providing technical services such as installation of high-end computing ma-chines / desktops / Kiosks / Digital signing systems / Digital billboards.

Strong knowledge of troubleshooting high-end computing machines/computers.

Knowledge of documentation and process defining.

Help desk ticket handling tool management (ex, Fresh desk / Zoho desk, etc)

Possess excellent technical and communication skills.

Excellent writing and reading vocabulary in English & Hindi

Good problem-solving and analytical skills

Strong communication and interpersonal skills and ability to work effectively in a team environment.

Able to multitask and prioritize work responsibilities for the team in a fast-paced environment.

Familiarity with service training procedures and information systems is a plus.

Qualifications

ITI / Diploma / Bachelor's degree in Electrical Engineering, Computer Science or related field. Advantage / Plus

Hardware troubleshooting certification from a reputed organization