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About the role
Delivery of projects and associated revenue(net sales) Close collaboration with other simulation functions and organizational groups Technical support of sales with opportunities Follow through customer cases in CRM under priority on a timely fashion with regional focus. Provide support via remote connections. Remote software deployment. Cloud Simulators support, classrooms deployment and maintenance. Analyse and troubleshoot issues and liaise with project engineers and/or Technical Account Manager (TAM), RMA dpt or sales for additional information. When service on site is required, provide detailed Scope of Work for project engineer, make sure the service is completed, service info and files collected and stored in the database. Regional Customer Support Engineer will be able to support project managers and partners. Provide support to project engineers/partners during installations timely and actively. Testing/reproducing/confirming issues found during installation and escalating to Experts if needed, providing data, knowledge and solutions. Localise and resolve issues and escalate to RD for resolution control if required. Record and communicate back to customers and/or TAM on resolution performed and update the system by writing, editing, and verifying entries into the knowledge base system. Customer support of partners, their engineers and ensure compliance to Code of Business Conduct and Quality Management system requirements Follow up with RD for reported bugs to gather information on patches and bugs fixed. Coordinating product operational support with local experts. Participate on simulators installations/services to get hands on experience and training on new systems. Conducting technical training in person or online to internal engineers or service partners. Support projects or other technical jobs if required. Track and update records in the Customer Support system. Customer portal administration. Ensure process complies with the Quality Management system requirements. Education: Engineering degree in Electronics/Computer Science/IT with 3+ years of relevant experience Fluency in written and spoken English Other Skills: Technical account management Customer and partner support Excellent communication Problem Solving Customer focus Customer Service Customer satisfaction Reporting, data management Relationship building Self- Management Project Management Structured and Analytical mindset
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