Technical/Project Engineer

Calculates the ROI of investing in our queuing and self-service solutions Learn More Technical Project Engineer – Barcelona Company Description "Wavetec has been on the forefront of technology for almost over three decades, and now with its Head Office in Dubai, regional presence in more than 70 countries, and a workforce from 13 different nationalities. Wavetec has become a true Global market leader in a specialized technology striving to improve Customer Experience at Public waiting areas and Information Display Systems." Support GM – as a Pre-Sales engineer Maintain strong coordination and support with Head of Global Customer Support on product trainings, product improvements and ensuring rest of the CSEs are properly trained on all products Set strategy, direction, standards and offer needed training on how to deliver quality customer service using adopted best case practices, ensure that all problems/queries are resolved in less than 24hours along with strong coordination with Head of Global Customer Support Offer technical support (hardware and Software) to other technical staff and assigned clients as needed from time to time follow up with clients to ensure that all the Wavetec Products installed are running smoothly with signed maintenance contracts with the company Ensuring/providing technical support during installations at assigned sites/accounts with our latest hardware and software products as well as coordinating with the client to ensure that all customer requirements are met as required. Reporting any bugs in the product(s) in coordination with Global Operations that are identified during customer support and raising OFIs as well as following up with the respective PMs to ensure resolution of the OFI as soon as possible Managing assigned key accounts to ensure proper working of systems and great customer satisfaction and therefore recurrent generation of sales Collecting feedback from our customers/clients about the quality of service after every service call Ensure an SRS is made for all customizations related products in coordination with Global Operations Sending Weekly report (once a week) to GM Africa & Monthly reports (as per KPIs) to the regional head with respect to services and installations Overseeing if all the information related to services and installations that is lodged into SAP/Helpdesk portal by CSEs is correct and the resolution is correctly mentioned Creating schedule of PM for all SLAs and getting its budget approved ensuring timely execution Creating technical drawings for technical proposals of different tenders or bid Creating SOW for all EQMS SODs to be delivered by Kenya office to end Customer. Creation of purchase budgets for local installations and follow-up with accounts on its approval and transfer Visiting different clients for pre installation and technical meetings Conducts training for clients, distributors and CSEs of respective regions. Responsible for Customer/Project success Responsible for Technical Deliveries / Pilots / Technical training to local contractors Responsible for the efficient supervision/management of all technical support activities and ensuring that all pending customer service calls are resolved within 24hours Strategize, direct and offer needed training to staff and client set standards on how to deliver quality customer service using adopted best case practices Responsible for Client relationship Management and project implementation management with major clients which may include sales as well as technical support Key Performance Indicators Average performance of the customer support team(s) at Wavetec Bachelors Degree in Computer Science, Software Engineering or related MBA from reputable University (preferred) Experience of 2 years in an IT setup for operations or Customer support incharge role. Project management English mandatory, other languages (specially Spanish and Italian) will add value #