Job: Field Technical Spt Rep V
Duration: 12 Months
Location: Wisconsin- Remote
Responsibilities:
- Within the family there is a range of technical and managerial customer on-site functions.
- The family of jobs is focused on managing the onsite delivering of software services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments.
- The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments.
- Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty.
- Provides direct post-sales systems on site technical support for reactive and proactive customers.
- Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met.
- Jobs are responsible for Total Customer Experience as well as the revenue growth, profitability, and account retention.
Core:
- Applies developed knowledge of the job skills, company policies and procedures to complete a wide variety of difficult assignments/tasks.
- Thorough understanding of the general/technical aspects of the job.
- Works on assignments that are moderately complex in nature and require ordinary problem resolution and independent judgment.
- Works under limited supervision and normally receives no instructions on routine work and general instructions given for new assignments.
- Minimum Vocational/Diploma/Associate Degree (technical field) equivalent with 2-4 years of working experience in related fields or Degree holder with 1-2 years relevant working experience.
Job Summary
- Uses ability as a skilled specialist to contribute to the development of new concepts/techniques and to complete assignments/tasks in innovative and effective ways.
- Expert knowledge on the general/technical aspects of the job.
- Works on assignments that are highly complex in nature where a strong degree of independent judgment, initiative and technical knowledge are required to resolve problems.
- Work is completed independently and has ability to handle most unique situations.
- Frequently determines methods and procedures for new assignments.
- May supervise the activities of other non-exempt employee.
Responsibilities:
- Ensure high level Customer satisfaction by clarifying Customer needs and ensuring that they are met.
- Handle Customer-relation problems promptly and appropriately, provide guidance, escalate issues according to established procedures.
- Provide software service, pre- sales, post-sales or service delivery support.
- For Mission Critical Customers, provide proactive and some reactive services.
- Monitor operation performance and work on corrective action plans (if needed).
- Provide input about Customers business and industry trend information into Account Support Plan.
- Mentor /Coach new hires on work process and procedures.
- Responsible for account growth and retention.
Education and Experience Required:
- Minimum Vocational/Diploma/ Associate Degree (technical field) with 6+ years of working experience in related fields or Degree holder with 4-6 years relevant working experience.
- Experience with support of full range of products in Customer base.
- Proactive account management experience must meet HA/ClientS qualifications .
Knowledge and Skills:
- Broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices.
- Thorough knowledge of administrative or technical.
- Demonstrate state-of-the-art technical, functional or business knowledge.
- Recognized as an expert in one or more industry or advanced specialty areas.
- Demonstrated strong knowledge of O/S, UNIX, and networking.
- Maximize systems availability as a technical specialist highly trained in heterogeneous data center environments .
- Demonstrate excellent communication, and presentation skills, with both verbal and written presentation.
- Prevent unplanned outages or data loss by proactively escalating issues.
- Superior Customer relationship building skills that help move from transactional relationship to long-term relationship activities with Customer.
- Ability to perform while under extremely high- pressure situations.
- Demonstrate skills in management, planning, problem solving, innovation, analysis, communication and negotiation.
- Secure ITIL knowledge certification with the ability to communicate business and IT alignment value.
- Provides leadership and coaching to Field Technical Support Representatives.
- Develop basic knowledge of change management process and tools.
