Computer Aftersales Support Manager

Also known as:

Technical Support Manager
IT Services Manager

Introduction

Computer aftersales support managers give technical support and advice to customers after the sale of a computer or computer systems. They solve technical problems and help customers make the most effective use of their systems.

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Work Activities

When a customer buys a computer or computer systems, aftersales support managers advise on setting it up. They might travel to the customer's home or business premises to help set up the computer hardware and to demonstrate or load software products.

They provide ongoing technical support and a trouble-shooting service if the customer has problems.

Some aftersales support staff work on a telephone helpdesk, to answer technical queries. These can be relatively simple problems, or they can be very complex. The aftersales support manager often supervises teams of helpdesk advisors. Sometimes the aftersales support manager visits the customer to diagnose and repair a complex fault.

Aftersales support managers sometimes write materials to help people use computer products. They assess customers' future needs and respond to any demand for new systems or products.

They might specialise in certain markets, such as defence, health care or finance.

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Personal Qualities and Skills

To be a computer aftersales support manger, you will need sound technical knowledge and expertise. You must be able to explain complicated ideas and information clearly to people who are not computer experts, either face-to-face or over the phone. You need a clear, friendly and professional manner.

You might also need good writing skills to produce supporting literature for your customers.

You must keep up-to-date with developments in computer technology.

It is important to understand the needs of your customers. To do this you need to think carefully about the kind of service they provide or the business they run.

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Pay and Opportunities

Salaries for computer aftersales support managers vary widely depending on the range of their responsibilities and the size and type of company they work for.

The pay rates given below are approximate.

Salaries are in the range of £22,500 - £27,500 a year, rising to £32,000 - £45,000. Higher earners can make around £60,000 a year.

Salaries may include performance-related pay, profit sharing or company bonuses.

Aftersales support managers usually work 35-37 hours Monday to Friday, but may take part in a 24-hour call-out system.

Employers throughout the UK, are manufacturers of computers and related equipment, computer dealers, software houses or information technology consultancies.

Some managers work as self-employed consultants, or trade independently.

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Adult Opportunities

It is illegal for any organisation to set age limits for entry to employment, education or training, unless they can show there is a real need to have these limits.

If you don't have the qualifications needed to enter your chosen degree or HND course, a college or university Access course, eg, Access to IT/Computing, could be the way in. These courses are designed for people who have not followed the usual routes into higher education. No formal qualifications are usually needed, but you should check this with individual colleges.

Non-graduates with relevant skills in areas such as technical support, help desk work, computer sales or consultancy, may enter this career.

Experience as a team leader can be an advantage for entry into management level posts. Other skills, for example, in customer service or marketing, can also be useful.

For senior posts, taking the MBA (Master of Business Administration) is an advantage.

• 10% of people in occupations such as computer aftersales support manager have flexible hours.

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