Job Summary:
Our client, a multinational company is looking for an Associate Solutions Manager to be based in Dubai. You will be responsible in leading and supporting the Software Solutions and Technical Support function by ensuring effective support for dealers, distributors, system integrators, and customers. Act as a Subject Matter Expert (SME) for software, MFP solutions, visual solutions, and related technologies while driving customer satisfaction, operational efficiency, training initiatives, and technical excellence.
Key Responsibilities:
- Manage software solution support activities and improve service quality and efficiency.
- Manage the technical support team, ensuring daily operations are organized and software projects are delivered effectively.
- Provide technical guidance and support to dealers, distributors, system integrators and customers.
- Support software and digital solutions including Managed Print Services (MPS), Document Management Systems (DMS), Enterprise Content Management (ECM), Digital Signage, Meeting Room Management Solutions, Interactive Display Solutions and related platforms.
- Support customer requirements gathering, solution design, proposal development, installation, rollout and troubleshooting activities.
- Help clients integrate MFPs with cloud storage, secure badge-printing software and document archiving systems.
- Act as the escalation point for complex technical issues, including authentication failures, network connectivity issues, software crashes, and integration-related problems by identifying root causes through system analysis and troubleshooting.
- Train dealer technicians on installation, configuration and troubleshooting of printer software and built-in panel features.
- Design and deliver technical training programs for internal teams, dealers, distributors and system integrators.
- Prepare training materials and assess training effectiveness.
- Conduct product demonstrations and Proof of Concept (POC) activities.
- Build and maintain strong customer relationships and provide proactive support.
- Collaborate with software developers, factories, vendors and service providers to test new features, provide feedback and resolve critical software issues.
- Provide insights on software updates and new features based on customer needs and market trends.
- Conduct user testing, gather product feedback, and monitor industry developments and competitor offerings.
- Support junior team members through coaching, mentoring and knowledge sharing.
- Maintain effective communication with internal and external stakeholders, including distributors, dealers, system integrators and vendors.
Requirements:
- Education
- Degree in Computer Science Engineering, Computer Science, Information Technology, or a related field.
- Master's degree is preferred.
Mandatory Qualifications & Experience- 7+ years of overall experience.
- Hands-on experience in customer support, field support services, and IT support delivery.
- Proven presales experience with a techno-commercial background.
- Experience working within a multinational corporation in the GCC region.
- At least 1 year in a leadership or team management role.
- Strong experience in software solutions, technical support, and solution delivery.
Preferred Certifications- ITIL, PMP, Six Sigma, or equivalent.
- CTS, CEA, CAT, CALT, Extron AV Associate, or other Visual Solutions certifications.
- Cloud, infrastructure, security, or platform-related certifications are advantageous.
Technical Domains & Exposure- Print Solutions
- Visual Solutions (VS)
- Document Management Systems (DMS)
- Software Development
- Quality Assurance & Testing
- Security
- Networking
- Cloud Technologies
- Server Management
- Platform Management
- Data Mining
Technical Skills- Software Solutions (MPS, DMS, CMS)
- Microsoft Azure & Cloud Platforms
- Windows Server Administration
- Microsoft 365
- Active Directory & Entra ID
- Virtualization Technologies
- Security & Infrastructure Management
- Backup & Disaster Recovery
- Incident & SLA Management
- Technical Training & Knowledge Transfer
