Tariro Chinwadzimba

Experienced professional with a strong track record in technical support, customer success, and customer support. Responsible for guiding high-performing support teams, strengthening collaboration between business and technology stakeholders, and ensuring efficient delivery of customer-focused technology solutions. Key Responsibilities & Impact Lead, mentor, and develop a team of 5-10 Support Engineers, fostering a culture of accountability, collaboration, and continuous improvement. Build and maintain strong relationships with business and technology stakeholders to ensure alignment between strategic objectives and technology delivery. Manage all aspects of team performance including recruiting, coaching, skills development, and performance evaluation. Partner with business and technology leaders to ensure successful planning, prioritization, and execution of key technology initiatives. Strengthen organizational capabilities by attracting, retaining, and developing high-performing talent within delivery teams. Maintain deep expertise in DevOps and Jira practices to guide modern engineering and delivery practices. Continuously measure and optimize support processes to improve efficiency, product quality, and customer satisfaction. Communicate delivery progress, operational insights, and key performance metrics to senior leadership and cross-functional stakeholders.

Remotely access sites to assist with troubleshooting, analysis, and provide consultation to Agfa customers, Field Engineers, and deployment team members. Manage escalations, complaints to Tier II and Development, and follows through as point of contact to higher level support teams. Utilize Help Desk computer software for call logging and tracking Document cause and resolution steps in product knowledge database to ensure problems and solutions are communicated to all necessary service organizations.

Directly manage Customer Support Engineers performing installation, training, maintenance, and repair services at customer sites in North America.

Manage a team of four engineers. Assisted Service Manager in support of all field engineers, handling customer complaints, dispatching engineers, parts control and other service-related tasks.

Responsible for installing and maintaining Agfa IT equipment for AGFA strategic accounts in Southern Ontario. Also responsible for properly managing the accounts assigned, by providing the hardware/software maintenance of AGFA products and/or associated peripheral equipment. Major responsibilities center on ensuring customer satisfaction and actively promoting all Technical Service offerings. Consistently seeking and suggesting methods to improve systems and processes within the organization and interacting with technical service representatives and mentoring them if required.

I'm an experienced and strategic operator that has built and managed a call center and customer support operations across multiple timezones. I oversee a team of remote call agents and administrative support staff, ensuring every customer interaction is efficient, empathetic, and positive.