Senior Technical Support

Technical Support

• Manage daily technical support activities for smart card printers, card personalization systems, and associated hardware and software.
• Provide Level 2 and Level 3 technical support for complex customer issues.
• Diagnose and troubleshoot hardware, software and production-related problems.
• Support remote and on-site customer service activities.
• Develop preventive maintenance programs for customer equipment.
• Ensure service level agreements (SLAs) are achieved.

Team Management

• Lead, coach, and develop the technical support team.
• Allocate resources and manage service schedules.
• Monitor team performance and establish KPIs.
• Conduct technical training and knowledge-sharing sessions.
• Recruit and onboard new technical support engineers.

Customer Relationship Management

• Act as the primary escalation point for critical customer issues.
• Build strong relationships with key customers.
• Coordinate technical meetings and service reviews.
• Improve customer satisfaction through timely issue resolution.
• Prepare technical reports and root cause analyses.

Product & Production Support

• Support smart card manufacturing and personalization processes.
• Assist with printer installation, configuration, calibration, and commissioning.
• Work closely with production, quality assurance, R&D, and engineering teams to resolve technical issues.
• Recommend product improvements based on customer feedback.

Documentation

• Develop technical manuals, troubleshooting guides, and standard operating procedures (SOPs).
• Maintain service records and technical documentation.
• Manage the technical knowledge base.

Project Management

• Support implementation of new customer projects.
• Coordinate system integration with customer environments.
• Manage technical aspects of product upgrades and migrations.
• Ensure projects are completed within agreed timelines.

Quality & Compliance

• Ensure compliance with ISO quality standards and company procedures.
• Support internal and external quality audits.
• Promote continuous improvement initiatives.
• Ensure compliance with security requirements related to smart card production and personalization.

Qualifications

• Bachelor's degree in Electrical Engineering, Electronics Engineering, Computer Engineering, Information Technology, or a related technical field.
• 5–8 years of experience in technical support, preferably in smart card printing, secure document printing, ID card systems or industrial printing equipment.
• At least 2–3 years of leadership or supervisory experience.

Technical Skills

• Knowledge of smart card printers and card personalization systems.
• Experience with RFID, contact, and contactless smart card technologies.
• Understanding of card encoding and personalization processes.
• Familiarity with Windows Server, networking (TCP/IP), SQL databases, and virtualization.
• Experience with printer drivers, firmware updates, and hardware diagnostics.
• Knowledge of barcode, magnetic stripe, and chip card technologies.
• Familiarity with secure printing environments and production workflows.

Soft Skills

• Strong leadership and people management skills.
• Excellent analytical and troubleshooting abilities.
• Effective communication and customer service skills.
• Ability to work under pressure and manage multiple priorities.
• Decision-making and problem-solving capabilities.
• Team productivity and utilization.
• Training completion and technical competency.
• Customer retention and service quality metrics.