Associate Solutions Manager

Our client, a multinational company is looking for an Associate Solutions Manager to be based in Dubai.

Position Purpose

Implement the Solutions and Technical Support (STS) function's strategy by ensuring the software/solution support team's alignment to the organization's overall objectives.

The role is responsible for providing effective support to dealers, distributors and system integrators, managing daily operations, and supporting the achievement of organizational goals. The position serves as a Subject Matter Expert (SME) for MFP software, visual solutions and solution environments, while maintaining strong relationships with distributors, dealers, system integrators, factories, developers, vendors and service providers.

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.

Qualifications

Education

• Bachelor's Degree in Computer Science, Information Technology or a related field.
• Master's Degree is preferred.

Experience

• Minimum 7 years of experience in technical support or a related field.
• At least 1 year in a management or leadership role.

Certifications (Advantageous)

• ITIL, PMP or Six Sigma.
• CEA, CTS, CAT, CALT, Extron AV Associate or other Visual Solution certifications.
• Other visual solution badges are a strong plus.

Technical Skills

• Technical background with experience in Document Management Systems (DMS), Enterprise Content Management (ECM), Digital Signage, Meeting Room Management Solutions, Interactive Display Solutions and Managed Print Services (MPS).
• Strong troubleshooting, analytical and problem-solving skills.
• Ability to investigate logs, connectivity, authentication, application and integration issues to identify root causes.
• Strong leadership, communication and stakeholder management skills.
• Learning mindset with the ability to explore new technologies and vendor platforms independently.

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