Omni Africa

PRE-SALES & SUPPORT CONSULTANT

Ict & Computer Jobs

Job Description

The Presales & Support Manager is a key member of the company’s management team. The roles has a significance in creating to awareness of the company’s products and working closely with potential customers to determine how the company can best serve their unique needs. The Pre-sales manager is focusing on serving the client before the sale and will include post sales as well. As a Support manager, your main role is to set a high-performance culture with focus on teamwork, service excellence and ownership for resolving customer issues, improving standards and procedures within the support team. The Support manager is also responsible for managing projects; planning, executing, and finalizing projects according to strict deadlines and within budget.

Duties and Responsibilities

• Manage the successful delivery of support services to our clients and company support SLA's
• Management of pre-sales and support staff – both field and telephone support
• Performance coaching, planning and setting objectives for the Hardware pre-sales & support team
• Review workload and analyze staffing requirements, make recommendations regarding employment,
promotions, salary adjustment, and termination. Perform employee counseling and evaluate work
performance
• Improve productivity by highlighting inefficiencies and implementing a change in tools, training,
processes and reporting
• Follow up with customers to ensure issues are resolved and the customer is satisfied
• Ensure extraordinary customer experience values are applied across all areas of the business and
consistently
• Enforce departmental operating procedures, applicable security procedures and support/practice
needs to ensure that the quality of service provided meets customer expectations
• Responsible for meeting timelines and deliverables associated with the support
• Reviews status reports prepared by support personnel and modify schedules and plans as required
• Establish standards and procedures for support reporting and documentation
• Stay abreast of emerging technologies and practices to ensure that the support team is working with
the best practices/tools, architecture designs and processes
• Stay to ensure that the delivery team or product specialists that follow pre-sales provide the intended
solution
• Define project scope, goals and deliverables that support business goals in collaboration with Country
manager and Regional Director
• Review deliverables prepared by the team before passing to the client
• Prepares for engagements reviews and quality assurance procedures, and minimizes our exposure
and risk on project
• Ensures project documents are complete, current and stored appropriately.
• Negotiate with other pre-sales & support managers for the acquisition of required personnel from
within the company and region
• Delegate tasks and responsibilities to appropriate personnel, Identify and resolve issues and conflicts
within the project team
• Responsible for identifying and recommending training requirements of the support team within the
country and ensuring that the technical team is certified with the following partners: Matrix, CISCO,
Microsoft, HP, Dell, Lenovo, IBM, Kaspersky, Molex, APC, etc
• Coordinate with country manager and RD on the growth plans for the department and manages the
budget

Qualifications and Experience

• A degree in Business Information Technology, Information Technology Management, Project Management, Information Systems, Computer Science, Business Administration or any other relevant qualification.

• Certified fully in Matrix, CISCO, HP, Dell, IBM, Microsoft, APC or any other related certificate.

• Four or more years’ experience working as a Software Implementation Consultant or any other
similar positions in a related field.

• Must have a good appreciation the ICT industry and particularly Omni Africa’s business growth need and
its position within the industry.

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