How to organize a technical department?

Question

Work organization

In general, the essence of the problem is as follows.
There is a firm which is engaged in sales (IT a product). There is a sales department consisting of 5 people, and until recently they also carried out post-sales technical support for customers. But the company is gaining momentum, sales volumes have grown and it was decided to create a separate technical department, and leave basic consulting to the sales department.
There are actually 2 questions:
1. For example, our salespeople's salary is based on the rate +% of sales + bonuses for fulfilling their plan + bonuses for fulfilling the plan for the department, i.e. In fact, the motivation to work is very good for everyone.
How to implement the salary scheme in the technical department? in order to motivate technicians well (should their salary depend on the sales department, what should their bonuses be based on, etc.). Maybe someone else can share their experience.
2. The partner offers to place the technical department in a place with sales people so that they have direct communication with each other. But I think that this is not entirely true, because. for any trifle, they will pull each other and following the rules for transferring to technical support will not be observed (because, in fact, salespeople are more interested in making sales, and not advising existing customers, even on basic issues). What do you say about this?

Answer 1

If I understood correctly - the technical department is those. support for existing clients.
The work of those Pod cannot be evaluated in the same way as the work of salespeople. Since if salespeople have no upper limit, then the support processes what they have. No questions - just sitting.
As a rule, the work of such departments is based on helpdesk / servicedesk systems, bug trackers, etc. These systems themselves can collect metrics from which a handy KPI can be deduced. So that they don’t just sit there when there are no questions from users, offer bonuses for extra. projects, writing documentation, creating training materials.