Post Sales Technical Support and Services Specialist

Manage end-to-end post sales support and services fulfillment activities covering hardware and software. Perform technical diagnostics and troubleshooting (desktop and remote) for escalated issues. Ensure clear communication with internal and external customers, adherence to defined procedures, policies, and best practices. Provide prompt hands-on education to Channel Partners, System Integrators and End-users as required. Identify, investigate complex technical issues, and facilitate analysis for improved products quality and delightful end-user experience. Achieve daily goals through ticket resolutions, RMA turnaround time and provide inputs to minimize device down-time. Perform testing of various products and software. Utilize test data along with device s feature description details (FDDs) in developing best practices and knowledge sharing. Lead in implementing policies to ensure quality, timely and efficient design of customer-oriented services. Auditing customer accounts to ensure accuracy of information. Working effectively with other teams implementing strategies to increase profitability, productivity, and overall client experience. Attend operations/production meetings with management and follow work schedules and other assignments. Improve customer service experience, create engaged customers, and facilitate organic growth. Take ownership of customer issues and follow problems through to resolution Develop and enforce clear service procedures, policies, and standards. Keep accurate records and document customer service actions and discussions via effective use of tools (i.e. Service Cloud, ERP, RMA process, etc.) Analyze statistics and compile accurate reports via ERP, Power BI and other reporting tools. Maintain an orderly workflow according to priorities. Exceed key results through rapid problem solving and provide feedback to other functions for product quality and new systems development.

Desired Candidate Profile

Bachelor s degree in electrical, Electronics or Telecommunication You are experienced in providing technical services and aftermarket support for hardware and software. Experience with agent-based software & ERP Service Cloud, Infor Visual. Knowledge in electrical, mechanical field. You have advanced troubleshooting and multi-tasking skills. Extensive customer-faced experience. You possess strong client-facing communication skills. Strong continuous improvement mindset, strong leadership impact. Experience with Salesforce.com and SharePoint. Demonstrated experience with Knowledge Base Management & Call Center Management. You have excellent knowledge of management methods and techniques. PMP, P Eng. are a plus. You are comfortable with access control and biometric products, software, databases, and tools You are aware of and able to identify the industry s latest technology trends and applications You think with customers in mind and take pride in providing excellent service. Additional

Skills

• Experienced in pre-sales technical role
• Customer & Technical Service skills Process improvements, VSMs Strong decision-making skills Managing processes Staffing Planning Tracking budget expenses Analyzing information Developing standards Help desk experience