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| POSITION DESCRIPTION | BUSINESS EQUIPMENT INDUSTRY SEPTEMBER 2008 |
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Post-Sales Systems Consultant |
| Position Code: | 226 | | Career Level: | 3 |
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Responsible for
Ensuring customer satisfaction through the delivery of high quality post-sales technical support and trouble-shooting. |
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Reports To
State/Regional Service Manager. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Installing products at customer sites and providing on-site technical assistance as required.
Assisting with on the job training and development for technical consultants.
Creating new courses in order to meet specific needs for both technical consultants and
customers.
Keeping management aware of potential areas for product, services and education sales.
Being continually aware of new products and releases through regular updates with the Product Manager.
Ensuring field service technical manuals are kept up to date.
Liaising with third party suppliers to ensure the provision of a high level of customer service, ensuring customer complaints and escalations are acted on quickly and effectively.
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Key Skills
Fluency in the basic technologies underlying the Business Equipment Industry.
Good communication skills.
Analytical and diagnostic skills.
Customer service orientation.
System installation and support experience.
Sound understanding of all products and technologies of the organisation,
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Internal Contacts
Sales and Marketing departments; Technical Product Specialists; Helpdesk. |
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External Contacts
Customers. |
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Typical Experience
At least 5 years of Systems engineering experience with relevant products. Tertiary qualifications in the IT/Electrical Engineering/Commerce and/or formal networking qualifications |
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