Reporting to Operations & Management Supervisor
Key Performance Areas:
Technical support and product management:
Product Performance Monitoring
Review and analyse system performance data.
Prepare performance reports and recommend 
improvements.
Technical Support:
Provide troubleshooting support for complex issues.
Create SOPs and training materials for technical processes.
Ensure timely resolution of escalated technical issues.
Product Management:
Conduct market research to identify product improvement opportunities.
Collaborate with R&D for product enhancements.
Manage product lifecycle, including updates and rollouts
Customer Service:
Client Communication:
Respond promptly to customer inquiries and concerns.
Ensure high customer satisfaction through proactive follow-ups.
Issue Resolution:
Log, track, and resolve complaints or service issues.
Implement corrective actions and preventive measures.
Feedback Collection & Analysis:
Gather customer feedback for product improvement.
Prepare satisfaction reports and identify areas for improvement
Operations & Management Scheduling & Implementation:
Operations & Maintenance Planning:
Develop detailed schedules for regular maintenance.
Coordinate preventive and corrective maintenance tasks.
Implementation & Monitoring:
Oversee maintenance activities to ensure adherence to schedule.
Track progress and update stakeholders on completion.
Ensure availability of required tools and equipment
Maintenance:
Maintenance Planning:
Develop project plans and timelines - Maintenance
Coordinate with procurement for materials availability.
Quality Assurance & Reporting:
Prepare completion reports and ensure documentation is updated