Associate Solutions Manager - MFP Software & Visual Solutions

About the role

A multinational company, represented by its client, is looking for an Associate Solutions Manager based in Dubai. The role implements the Solutions and Technical Support (STS) function's strategy, aligning the software and solution support team with the organization's objectives. It supports dealers, distributors and system integrators, manages daily operations and acts as a Subject Matter Expert for MFP software, visual solutions and solution environments.

Key responsibilities

• Manage software solution support activities and improve service quality and efficiency.
• Lead the technical support team so that daily operations run smoothly and software projects are delivered effectively.
• Provide technical guidance to dealers, distributors, system integrators and customers.
• Support software and digital solutions such as Managed Print Services (MPS), Document Management Systems (DMS), Enterprise Content Management (ECM), Digital Signage, Meeting Room Management Solutions and Interactive Display Solutions.
• Support customer requirements gathering, solution design, proposals, installation, rollout and troubleshooting.
• Help clients integrate MFPs with cloud storage, secure badge-printing software and document archiving systems.
• Escalate complex technical issues (authentication failures, connectivity problems, software crashes, integration issues) and act as escalation point.
• Train dealer technicians and design and deliver technical training for internal teams, dealers, distributors and system integrators.
• Run product demonstrations and Proof of Concept (POC) activities, and conduct user testing and product feedback collection.
• Work with developers, factories, vendors and service providers to test new features and resolve critical issues.
• Coach and mentor junior team members and keep communication open with stakeholders.

Required profile

• Bachelor's degree in Computer Science, Information Technology or a related field; Master's degree preferred.
• Minimum 7 years of experience in technical support or a related field.
• At least 1 year in a management or leadership role.
• ITIL, PMP or Six Sigma certification is advantageous; visual solution certifications (CEA, CTS, CAT, CALT, Extron AV Associate) are also advantageous.

Required skills

• Technical background in DMS, ECM, digital signage, meeting room solutions, interactive displays and MPS.
• Strong troubleshooting, analytical and problem-solving skills, able to investigate logs, connectivity, authentication and integration issues.
• Leadership, communication and stakeholder management skills.
• Ability to learn new technologies and vendor platforms independently.