This role is to support the growth of the AVIRE Hub and existing tech support team, and an exciting opportunity to drive change along with personal growth. This would suit an IT professional, phone engineer, lift engineer.
The Digital Technical Service Engineer is responsible for pre and post sales technical support for our UK and Irish customers, with particular focus on delivering SENTINEL elements or those relating to the AVIRE Hub; AVIRE’s cloud-based software platform. This role is to support the growth and delivery of new digital platforms and service offerings across the UK and Ireland on a technical basis. Ultimately delivering lifetime value to our customers.
Primary Responsibilities include supporting our new service offering Sentinel; creating new accounts, training customer contacts in the platform, daily checks to ensure that the connections are stable, investigating and interrogating any issues and resolving, where possible, remotely OTA, or liaising with the Sentinel Business Unit for an onsite visit.
Secondary responsibilities may include existing customers with their HUB connection issues, configuring settings, and using remote desktop connections to provide immediate support.
This will involve
* Support the onboarding of Sentinel Accounts; Hub installations, device programming, hub training (customer facing) and installation support.
* Delivery of daily Sentinel functionality; Complete daily health checks, investigate and resolve issues when they arise, escalating accordingly, administration of account changes.
* Create, own and communicate internally the weekly reports and monthly impact reports for customers showing the value Sentinel Delivers
* Work with the Sentinel Business Unit and other stakeholders to develop better ways of working, simplification and put forward new features that benefit both the internal and external hub users.
Support wider UK team on digital products and AVIRE Hub
Main responsibilities of the role:
The main duties and responsibilities will include:
Onboarding of Sentinel accounts
* Account set up (Hub): creation of account(s) and users.
* Device set-up; creation of installations in the hub including buildings and devices
* Delivery of elements according to agreed implementation process
* Provide Hub training to relevant accounts and their users
Delivery of Sentinel Services
* Support installations of services on site (either remotely or with site visits where required)
* Monitor, confirm and report on successful installations and activating contracts in systems
* Diagnose any faults found and follow resolution process
* Escalate resolution to Site visit where required including warranty claim processing and management where needed
* Manage process through our ticketing/CRM tools for stakeholder visibility
* Translate technical elements into customer friendly narratives that can be shared via account teams to end customer
Reporting
* Create a weekly report that tracks key metrics for sentinel aspects giving relevant stakeholders visibility of projects/work.
* Devise a ‘customer impact’ report that shows the value of Sentinel Service
* Own the process for updating and sharing these reports
* Constant review and update these reports with new elements that will give better clarity and visibility of your work and its impact on the end customer
Processes
* Develop, review and maintain Sentinel processes and Work Instructions relating to your field
* Work with the Sentinel Business Unit, Internal teams and support team in Barcelona to develop better ways of working
* Be voice of internal users and customers putting forward new features that benefit both the internal and external hub users.
Other activities as directed that support Sentinel activity and/or Digital product adoption.
Internal & external stakeholders:
Internal
* Business Unit Manager, Account Team, Sales team, Engineering teams, Marketing and Product Management
External
* Front End Development team, End Customers, Lift Maintenance companies
* Curiosity – must look to understand customer problems
* Collaboration – needs to work with other teams in order to help shape, define and develop ideas
* Empowerment – decision making and thought processes in often time sensitive and critical scenarios
* Accountability – responsible for their actions and delivering against KPIs and to time
* Inclusion – respect required to foster and grow relationships internally and externally
Experience, skills & knowledge required:
Must haves
* Good understanding of computer systems, mobile devices, and other tech products
* Experience of analogue and digital electronics
* Excellent problem-solving and communication skills
* Previous experience of working in a customer focused role
* Ability to provide step-by-step technical help both written and verbal, translating this where needed for non-technically minded people
* Proven ability to multi-task and be adaptable
* Project delivery and/or proven track record for delivering against established timelines
* Data Analysis; the aptitude to pull, analyze and communicate data in an impactful way
* Must be willing to travel as required across the UK and Ireland. Occasional travel to Spain for training
* Language Skills: Fluent English (Essential). Spanish would be a benefit
Nice to haves
* Fosters an environment of accountability & discipline
* Good organization skills
* A “can-do” attitude and a willingness to take on significant challenges
* Comfortable working & communicating with the customers & with colleagues from across the world
* Ability to work under pressure in a fast paced and demanding environment
* IT skills in MS Office Tools (Word, Excel, Outlook)
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