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Technical Project Engineer – Barcelona
Wavetec FZCO
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 General 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
Sending daily reports about performed or current/pending services crossing 24 hours to reporting head
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
If the client is under warranty and a faulty equipment is diagnosed by him/her then he/she is responsible to follow up on RMA items to be sent to different client / distributor around the region
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
Seek assistance from respective Account Managers in case of a pending service that crosses SLA timeline
Responsible for conducting Demos to clients and distributors
Conducts training for clients, distributors and CSEs of respective regions.
Collecting Customer Feedback ( Twice in a year(quarterly)
from all customers and timely elevate any negative feedback to the respective RGM and Head of Customer Support to ensure quick resolution
Responsible for Customer/Project success
Responsible for Technical Deliveries / Pilots / Technical training to local contractors
Technical coordination between ITAB/end Clients and Dev Team
Detect cross-selling opportunities
Areas of Responsibilities
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
Ensure Customer remains satisfied with Wavetec provided products and services
Key Performance Indicators
Average time taken to resolve a complaint or complete a service for a client/customer from the time of receiving a complaint
Average performance of the customer support team(s) at Wavetec
No. of complaints resolved on same day, the next day, or x number of days from the day of receipt of complaint.
Feedback rating from customer (received after completion of each service.)
No. of successful visits made per month.
No. of recurrent complaints per month
Qualification and Experience
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.
Additional Skills
Soft Skills
Problem Solver
Project management
Technical Background
Availability for travelling
English mandatory, other languages (specially Spanish and Italian) will add value