My Shortlist

Your shortlisted jobs will appear here. To view your shortlist: Login Or Register

Date Added: Thu 28/04/2022

Customer Technical Support Engineer (Internal Sales)

Nottingham, UK
Apply Now

Company: PEOPLE SOURCE CONSULTING

Job Type: Permanent, FullTime

Role: Customer Technical Support Engineer (Internal Sales)

Location: Nottingham

Salary: £30,000 - £38,000

Please note this is NOT a sales role but is a technical support role and working with the engineering designers to understand the design of the products and installation to feedback to customers.

Job purpose

To support effective, take-up of products and services (including hardware, software and data services) from strategic and high worth clients and, to provide an effective customer experience through the deployment and use of products/ services.

Addressed through 3 primary functions:

Technical support
Management of product and installation training
Managing post-delivery technical support

Specific duties

" Supporting Sales and Product Management on all aspects of products including all associated functions, features and deployment considerations for converting sales opportunities into incremental revenues.

" Manage inbound technical support queries from internal and external customers providing 1st & 2nd line support for direct client deployments and 3rd line support for partners.

" Full project and product delivery oversight, including the integration of products through client and 3rd party projects.

" Assist with the hardware return process diagnosing faulty products and providing feedback.

" Manage the associated training function to support effective deployment and use of the products conducting training and creating documentation for other engineers, users, partners and other audiences.

" Effective product deliveries and the establishment of a robust delivery process and framework - continuous reviewing and streamlining of these processes to ensure the client gets the same great experience at all stages.

" Implementation of level 1,2 and 3 support mechanism for product support.

" Implementation of an installer training program.

" Pre, Post and Delivery sales technical support both on and off site.

" Feedback to business options for improvement in product/ delivery.

"

Qualifications and knowledge:

" Degree or equivalent in engineering preferred but defined relevant experience in the field considered.

" Technical knowledge in IoT and a good understanding of sensor hardware, software, data, interface protocols, wireless and network products, radio frequency and installation standards

" Familiar with RF protocols such as ZigBee, LoRaWAN, EnOcean and IoT platforms such as IBM Watson, Azure IoT and AWS IoT Core

" Best practice in delivering support, training, and service management.

" Radio network planning and installation expertise

" Industry regulation and compliance standards

" Health & safety awareness

Skills and experience:

" Experience of working effectively across internal teams to improve delivery performance, delivery quality and to manage change.

" Strong leadership, influential, interpersonal and communication skills and be able to manage internal and external suppliers, 3rd parties and client expectations.

" Ability to self-plan and deliver at both a strategic and tactical level on time and to high-quality standards for Clients and internal stakeholders.

" Self-motivated, team player, action and results orientated.

" Time management and problem-solving skills

" Have a strong client focus with excellent communication skills, empathy and influencing skills, with the ability to display an understanding of client projects.

" More than two years of experience in a customer-facing role

" Pre-sales support providing customers and partners with technical advice and support, interpreting complex technical information advising on how

" products can benefit the customer.

" Post-sales support providing advice on installing and configuring products, diagnosing technical faults, and solving technical issues.

How to apply:

People Source Consulting Ltd is acting as an Employment Agency in relation to this vacancy. People Source specialise in technology recruitment across niche markets including Information Technology, Digital TV, Digital Marketing, Project and Programme Management, SAP, Digital and Consumer Electronics, Air Traffic Management, Management Consultancy, Business Intelligence, Manufacturing, Telecoms, Public Sector, Healthcare, Finance and Oil & Gas
Apply Now