Specialist, Product and Technical Service
Salary undisclosed
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- Work closely with customers and key stakeholders to understand business and product needs.
- Implement and configure software solutions against customer requirements
- Troubleshoot and resolve issues surrounding installation, usage, upgrade and training of products.
- Create requirements/user stories and effectively communicate these to the development team verbally and/or visually within user stories.
- Regularly refine and prioritise user stories/requirements based on changing business needs.
- Provide tier 2 technical troubleshooting support
- Support user acceptance testing when required.
- Support customer training either onsite in Singapore or on customer premises.
- Assist in documenting business and product processes to ensure compliance with process and quality
- Working within an agile SCRUM development environment
- Some international is required.
- Gather and create business and customer requirements using user stories through discussion, demos and constant collaboration with different business units and customer
- Communicate requirements internally to ensure value driven functionality is created in line with business needs.
- Take an MVP (minimum viable product) approach for requirements
- Utilise mock-ups and imagery to support software UX and guide developers
- Support the implementation of new Customer systems, from requirements to acceptance.
- Work to understand, estimate and document detailed Customer requirements.
- Work as the primary point of communication with customers on technical and project issues.
- Configure the systems to meet customer requirements as detailed in the requirements document.
- Perform on-site implementation including installation, commissioning, and acceptance testing.
- Prepare and present training courses and materials to the Customer.
- Complete all project work within budget and to milestone dates.
- Work to ensure customer satisfaction by providing a professional service and swift resolution to support requests within agreed service level response times from receipt through to resolution according to the support procedures and specific customer agreements.
- Build and maintain positive, strong relationships with Customers at all times.
- Provide regular Customer feedback and progress updates on their issues and questions.
- Maintain an accurate and up-to-date Customer communication and event log.
- Ensure appropriate escalation of any issues which may impact the customer relationship.
- Provide first, second and third line technical support and troubleshooting across complex systems.
- Provide levels of customer service in line with contractual SLAs.
- Obtain accurate customer and fault information from both telephone and email channels.
- Quickly apply diagnostic skills to Customer issues, recreating the issue and identifying the cause. Suggest solutions to resolve the issue or possible workarounds which are acceptable for the customer.
- Retest fixed customer issues, clearly identifying the success or failure of a fix.
- Take responsibility for any critical issues and ensure that they are continuously dealt with to resolution, immediately notifying the Engineering Manager.
- Maintain an in-depth expertise in the systems and software used within the IME team.
- Install, configure and run a full end-to-end software system including the operating systems, pre-requisite software and IME applications.
- Monitor open issues and ensure that issues are being progressed and that updates are being sent to customers in line with the SLAs.
- Ensure that all work is performed and documented in accordance with existing Quality processes.
- This role will on occasion involve international travel to Customer sites of approximately 1 week in length.
- Perform user acceptance tests on developing software and site acceptance tests on specific customer implementations.
- Perform Validation and Verification testing of the system as required
- Review and validate Customer facing software documentation.
- Advise the team on individual Customer setups and configurations ensuring that specific system setups are understood and tested
- This role is accountable to the SaaS Implementation and Support Manager for meeting agreed qualitative and quantitative performance targets. This includes providing customer support and training, creating, prioritising and supporting the development of new product features through user stories, adherence to company process, and delivery of assigned work to time and budget as well as continuous improvement within the organisation.
- Demonstrates skills in customer relationship management, committed to building and maintaining good customer relationships
- Demonstrates the ability to inspire confidence and build trust in customers
- Demonstrates strong customer service/support skills such as active listening and good verbal and written communication.
- Displays a passion and drive to ensure that the product and service exceeds the needs of the Customer and ensures Customer satisfaction.
- Excellent verbal and written skills with the ability to write accurate and precise technical reports for the customer.
- A methodical approach to work with good attention to detail and the ability to follow process fully documenting own work.
- Demonstrates a strong ability to perform complex fault investigation and diagnosis.
- Has experience of establishing technical credibility with a wide range of Customers.
- Demonstrates a flexible approach to job role; the multiple products supported provides lots of opportunities to take on many responsibilities whilst also allowing for room to innovate.
- Whilst on the job and designated training would be provided the role is desirable to those whom are proactive, self-managing, and able to work collaboratively with minimum or no supervision especially when proactively escalating issues and forming business requirements.
- Candidates whom can takes ownership and react quickly to situations, understanding the priority and impact to the Customer are sought after.
- Works with the other teams within Engineering in a collaborative manner to achieve the best result for the business. This includes building a strong working relationship with the development teams, working in a collaborative style to help resolve customer issues and support product development roadmap.
- Ability to seek out, understand and communicate customer requirements effectively
- Collaborative and proactive approach to working within a customer facing role
- Able to travel internationally
- Strong professional verbal and written communication skills
- Experience of and/or ability to provide technical support and configuration of software solutions
- Ability to provide training to stakeholders/customers in new and existing product functionality
- Have an interest in the aviation industry
- Knowledge and/or experience of agile SCRUM development as a SCRUM Master, Product Owner or member of a development team
- Some knowledge of networks, databases and/or cloud solutions e.g. AWS
- Work closely with customers and key stakeholders to understand business and product needs.
- Implement and configure software solutions against customer requirements
- Troubleshoot and resolve issues surrounding installation, usage, upgrade and training of products.
- Create requirements/user stories and effectively communicate these to the development team verbally and/or visually within user stories.
- Regularly refine and prioritise user stories/requirements based on changing business needs.
- Provide tier 2 technical troubleshooting support
- Support user acceptance testing when required.
- Support customer training either onsite in Singapore or on customer premises.
- Assist in documenting business and product processes to ensure compliance with process and quality
- Working within an agile SCRUM development environment
- Some international is required.
- Gather and create business and customer requirements using user stories through discussion, demos and constant collaboration with different business units and customer
- Communicate requirements internally to ensure value driven functionality is created in line with business needs.
- Take an MVP (minimum viable product) approach for requirements
- Utilise mock-ups and imagery to support software UX and guide developers
- Support the implementation of new Customer systems, from requirements to acceptance.
- Work to understand, estimate and document detailed Customer requirements.
- Work as the primary point of communication with customers on technical and project issues.
- Configure the systems to meet customer requirements as detailed in the requirements document.
- Perform on-site implementation including installation, commissioning, and acceptance testing.
- Prepare and present training courses and materials to the Customer.
- Complete all project work within budget and to milestone dates.
- Work to ensure customer satisfaction by providing a professional service and swift resolution to support requests within agreed service level response times from receipt through to resolution according to the support procedures and specific customer agreements.
- Build and maintain positive, strong relationships with Customers at all times.
- Provide regular Customer feedback and progress updates on their issues and questions.
- Maintain an accurate and up-to-date Customer communication and event log.
- Ensure appropriate escalation of any issues which may impact the customer relationship.
- Provide first, second and third line technical support and troubleshooting across complex systems.
- Provide levels of customer service in line with contractual SLAs.
- Obtain accurate customer and fault information from both telephone and email channels.
- Quickly apply diagnostic skills to Customer issues, recreating the issue and identifying the cause. Suggest solutions to resolve the issue or possible workarounds which are acceptable for the customer.
- Retest fixed customer issues, clearly identifying the success or failure of a fix.
- Take responsibility for any critical issues and ensure that they are continuously dealt with to resolution, immediately notifying the Engineering Manager.
- Maintain an in-depth expertise in the systems and software used within the IME team.
- Install, configure and run a full end-to-end software system including the operating systems, pre-requisite software and IME applications.
- Monitor open issues and ensure that issues are being progressed and that updates are being sent to customers in line with the SLAs.
- Ensure that all work is performed and documented in accordance with existing Quality processes.
- This role will on occasion involve international travel to Customer sites of approximately 1 week in length.
- Perform user acceptance tests on developing software and site acceptance tests on specific customer implementations.
- Perform Validation and Verification testing of the system as required
- Review and validate Customer facing software documentation.
- Advise the team on individual Customer setups and configurations ensuring that specific system setups are understood and tested
- This role is accountable to the SaaS Implementation and Support Manager for meeting agreed qualitative and quantitative performance targets. This includes providing customer support and training, creating, prioritising and supporting the development of new product features through user stories, adherence to company process, and delivery of assigned work to time and budget as well as continuous improvement within the organisation.
- Demonstrates skills in customer relationship management, committed to building and maintaining good customer relationships
- Demonstrates the ability to inspire confidence and build trust in customers
- Demonstrates strong customer service/support skills such as active listening and good verbal and written communication.
- Displays a passion and drive to ensure that the product and service exceeds the needs of the Customer and ensures Customer satisfaction.
- Excellent verbal and written skills with the ability to write accurate and precise technical reports for the customer.
- A methodical approach to work with good attention to detail and the ability to follow process fully documenting own work.
- Demonstrates a strong ability to perform complex fault investigation and diagnosis.
- Has experience of establishing technical credibility with a wide range of Customers.
- Demonstrates a flexible approach to job role; the multiple products supported provides lots of opportunities to take on many responsibilities whilst also allowing for room to innovate.
- Whilst on the job and designated training would be provided the role is desirable to those whom are proactive, self-managing, and able to work collaboratively with minimum or no supervision especially when proactively escalating issues and forming business requirements.
- Candidates whom can takes ownership and react quickly to situations, understanding the priority and impact to the Customer are sought after.
- Works with the other teams within Engineering in a collaborative manner to achieve the best result for the business. This includes building a strong working relationship with the development teams, working in a collaborative style to help resolve customer issues and support product development roadmap.
- Ability to seek out, understand and communicate customer requirements effectively
- Collaborative and proactive approach to working within a customer facing role
- Able to travel internationally
- Strong professional verbal and written communication skills
- Experience of and/or ability to provide technical support and configuration of software solutions
- Ability to provide training to stakeholders/customers in new and existing product functionality
- Have an interest in the aviation industry
- Knowledge and/or experience of agile SCRUM development as a SCRUM Master, Product Owner or member of a development team
- Some knowledge of networks, databases and/or cloud solutions e.g. AWS