March 14, 2024
As a Technology Services Senior Consultant in the Technology business, your main focus will be client value delivery in the form of Projects, Technology Training and Customer Support on technology related queries.
Technical Support - Provide advanced software support for internal and external customers via email, phone and in person to respond to complex customer questions. Monitor customer tickets, identifying and resolving standard issues and escalating these to manager as appropriate. Provide assistance to junior engineers as needed. Assist with client sales visits to demonstrate technology features.
Resolving Customer Issues – Respond to more advanced issue escalations promptly and appropriately. Ensure customer needs and expectations are met referring issues where necessary to appropriate specialist or sales; requesting managerial approvals as needed. Aggregate customer issues and collate the most commonly raised issues in order to create/develop response strategy.
Product Information - Provide advanced product information and respond to complex customer questions about our simulation portfolio of products. Adhere to predefined messaging/positioning of product.
Resolving Customer Issues - Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
Facilitate Meetings with Customers - Set clear objectives for each client meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
Periodic Health Checks - Maintain and lead periodic check-ins with key customers to ensure they're receiving the most value from the product/service.
Technology Training - Deliver advanced technology training courses, as requested by customer, or as part of a project. Will also be expected to create material as needed. Provide support to KBC marketing events; represent Company at industry conferences, present papers. Actively support company Knowledge Management. Train junior engineers as needed.
Service-Related Upselling and Cross-selling - During service interactions, look for opportunities to bridge customer needs to additional products/services offered by the organization.
Personal Capability Building – Build and maintain awareness product lines. Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Operational Compliance - Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards.
Technical Mentorship - Provide technical mentorship to other engineers on team.
• Customer-Focused Approach • Provides Technical Support
• Strengthens Customer Connections • Troubleshoots Technical Issues
• Understands Customer Needs • Action Planning
• Leverages Digital Communications • Builds Customer Loyalty
• Navigates Customer Challenges • Services into Sales
Salary and Benefits: Competitive