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| Criteria - IT |
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| This client provides technology to the digital printing and pre-press industry (both high-end and middle market). Success here demands a reputation for robust, extensible and high-performance software. By achieving this company has secured a large share of its marketplace.
Our client our currently seeking a Technical Specilast . The main focus of the job will be to provide pre-sales technical and product support to potential and exisiting customers.
Principal responsibilities
Liaise with customers on product related issues.
Follow up and manage customer requests/problems/concerns relating to all of Global Graphics' products.
Coordinate and champion customer requests for support/product/supplies and so on.
Respond to OEM Account Managers and Strategic Sales requests for technical support and site visits in a professional manner, as directed by the Vice President of Technical Services.
Provide a report of all customer interaction.
Deal with customers by telephone, fax, letter and in person.
Respond to all customer inquiries, requests and complaints; provide technical assistance to customers; document actions and distribute specific requests/complaints to required staff; determine and implement appropriate action.
Work with Sales, Development, Support and Technical Services organizations regarding pre-sales support, current OEM concerns/issues or specific projects.
Guide and supervise complaint resolution and verify customer satisfaction.
Research contract information; determine and authorise coverage or customer charges for support/upgrades as appropriate; follow through with tasks/requests to ensure the customer and Account Managers are aware and up to date with current position of the account; maintain proper reporting and track standards.
Provide technical assistance and training to prospects, customers and Sales, as requested.
Perform and oversee initial sale and customer service satisfaction. Ensure customer is satisfied with product and support.
Report quality, or any other pertinent customer concerns, to the Account Manager and other management as appropriate to diagnose and resolve.
Perform or request any other department involvement necessary to achieve customer satisfaction.
Provide technical support/demonstrations at: trade shows, open house and special events, on an 'as required' basis.
Maintain weekly schedule of activities and travel requirements.
Provide weekly reports of activities, actions and the following week's tasks.
Essential skills
A degree in computer science or equivalent experience.
5+ years experience of working with customers in digital printing and/or software applications.
Self motivated with the ability to work independently as well as part of a team.
Travel will be included in the role. |
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Benefits: Excellent bens |
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| Salary/Rate: neg. |
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