Toshiba Global Commerce Solutions

Support Engineer

• Cumplimiento de los compromisos de servicio, así como mantenimientos preventivos y correctivos contractuales, con cada uno de nuestros clientes.
• Esto incluye brindar servicio técnico (remoto o en sitio) a nuestros equipos de tecnología, además de atender incidentes sobre fallas que éstos pudieran presentar.
• Atención a solicitudes de técnicos de campo.
• Aprobación de partes para resolver incidencias.
• Validación de solicitudes de garantía.
• Realizar conexiones remotas para resolver averías en terminales. (TPV, Servidores, PC, Impresoras)
• Realizar conexiones remotas para personalización de endpoint. (cuando la imagen es nueva)
• Diagnóstico y solución en presencial.
• Validar disponibilidad de piezas en herramienta prophet.

Soporte Técnico Remoto, Equipos TPV

Director

• Delivery - Oversees portfolio of programs and projects delivering on all program/project commitments from concept to production. Responsible for project scope, schedule and budget. Ensures projects are completed according to agreed upon plan. Ensures that billable projects remain on schedule and within budget. Manages overall Installation Services organization financials and project profitability including resource scheduling, revenue forecasting per project, billing reconciliations, expense reports and time approval for project work, etc. Exercises risk and issue management.
• Process/Tools - Develops, maintains and enforces methodologies, standards, governance, and tools in order to achieve the clients' operational and financial and project quality goals.
• KPIs - Responsible for setting clear objectives, KPIs for the projects/practice and clearly communicating results to the business on a regular cadence. (examples include project/portfolio financials, utilization, contract management)
• Sales - Collaborates with services sales and account managers in pre-sales activities such as project sizing and cost estimates, bid reviews and contract reviews.
• Reporting - Delivering overall messaging of status/issues to key internal/external partners and clients. Provide project/account dashboard; execution QA report; top project/account risks & issues (common issues).
• Staffing - Manages and recommends allocation and integration of project resources to meet commitments and objectives; optimizes resource/practice billable utilization; forecasts resource/skill supply/demand.
• Professional Development - Through hiring and training improve overall project/program management skills and experience.
• Collaborate with Internal Sr. Leadership, TTEC Executive Leadership and other internal Business leaders to plan, develop and execute the Installation Services strategy in concert with multiple cross-functional teams. Partner with internal stakeholders to enhance and compliment Services Strategies.
• Act as the single point of contact for all project activities, schedule, and status. Ensuring proper communication on project deliverables as appropriate up through executive management levels within the organization.
• Enabling the sharing of best practices across a global Services team. Foster an environment of collaboration, trust, and accountability for departmental and cross-functional teams.
• Perform other related duties as assigned.

Soporte Técnico Remoto, Equipos TPV

Director of Installation Services