Senior Technical Support
Job Overview
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.