1. Customer Support and Satisfaction

Manage Customer Support Teams: Ensure high-quality support through timely responses and effective problem-solving.
Customer Feedback: Regularly collect and analyze customer feedback to improve services and products.
Customer Relationship Management: Maintain strong relationships with key clients to ensure loyalty and satisfaction.

2. Sales Promotion and Collaboration

Collaborate with Sales Teams: Work closely with the sales department to understand customer needs and provide tailored support.
Pre-Sales Support: Assist in pre-sales activities by providing technical support and product demonstrations.
Service Offerings: Develop and promote service offerings that enhance product value and drive sales.

3. IT Project Management

Project Planning: Oversee the planning and execution of IT projects, ensuring they meet customer requirements and deadlines.
Resource Allocation: Efficiently allocate resources to ensure project success without overburdening the team.
Risk Management: Identify potential risks in IT projects and develop mitigation strategies.
Stakeholder Communication: Maintain clear and regular communication with stakeholders, providing updates on project status and addressing any concerns.
Performance Monitoring: Track key performance indicators (KPIs) to measure project success and implement continuous improvement practices based on performance data.

4. Team Development and Training

Training Programs: Develop and implement training programs to enhance the skills of project engineer and support engineer.
Performance Reviews: Conduct regular performance evaluations and provide constructive feedback to team members.
Leadership Development: Mentor and develop future leaders within the project delivery and support team.

5. Service Process & Project Management Process Improvement

Process Optimization: Continuously improve support and project management processes to increase efficiency and customer satisfaction
Technology Integration: Implement new technologies and tools to enhance service delivery
Quality Assurance: Establish and maintain high standards for service quality.

6. Strategic Planning and Execution

Strategic Goals: Set and achieve strategic goals for the support and service departments aligned with company objectives.
Budget Management: Manage the budget for the project and support department, ensuring cost-effectiveness and efficiency.
Reporting and Analysis: Regularly report on key performance indicators (KPIs) and use data to drive decision-making.