Technical Head

As a Technical Support Manager in the ATM Service industry, your primary responsibility will be to oversee the management of E-surveillance, ATMs, Recyclers, and Pass Book Kiosks across Pan India. You will be tasked with studying quality issues, conducting fault analysis, tracking trends, and implementing corrective actions to ensure optimal performance. One of your key objectives will be to continuously enhance the technical skillset of the TSS and Field Engineers under your supervision. By contributing to the improvement of service delivery parameters, such as reducing FIFT and controlling PM failure calls, you will play a crucial role in maintaining high standards of technical support. In addition, you will be responsible for ensuring that Field Engineers adhere to the assigned Standard Operating Procedures (SOPs) for repairs and stay updated with the latest technical updates and patches. Effective coordination between the Field and OEM teams will be essential in addressing operational and transactional issues promptly. Your role will also involve collaborating with various departments, such as Help Desk, Technical Repair Center, and Warehouse, to ensure seamless cross-functional working. Supporting the Logistics team in proactive parts forecasting and arranging training programs for engineers will be part of your responsibilities. Furthermore, you will lead a team of Regional Technical Support specialists, conduct User Acceptance Testing (UAT) and System Integration Testing (SIT) for new projects and upgrades, and coordinate with the bank's technical team and headquarters on all technical matters. You will also be involved in patch testing, hardware and software enhancements, customizations, and addressing customer requirements. To be successful in this role, you should have a minimum of 20 years of experience in the ATM Service industry, with at least 10 years in a Regional or Pan India Technical Support position. Your ability to innovate solutions for technical hardware-related problems and inspire your team with innovative ideas will be crucial for driving technical excellence and delivering exceptional support to our clients.,