Deliver exceptional customer service while performing various duties such as designing system alignment, implementing new technical solutions, ruling ways to take full advantage of network performance. Apart from that, they troubleshoot network issues and outages, setting up upgrades, and probing network faults.
Main Responsibilities / Key Duties
Pre-Sales
Act as the lead technical adviser to project teams, colleagues and customers providing specialist technical expertise of the highest level
Engage directly with sales and account managers to support pre-sales activities.
Must be able to confidently and exemplary perform the following activities but not limited to:
Presentation
Site survey
RF Mapping
Product demo
Proof-of-concept
Must provide pre-sales support to the sales team in order to move forward and close the sale, these are but not limited to:
Develop opportunity with the customer
Gathering and validation of requirement
Assist sales team in Influencing, persuading and negotiating with the customer that XWI has the best solution that will solve their problems/challenges or requirement.
Design a solution that aims to exceed the customer's expectations from a business, technology, technical, cost, support, & operations (etc.) point of view.
Creation/Preparation documents for proposal or bidding
Creation of BOM
Technical write-up
Preparation of diagrams.
Solution design.
Engage with customer via presentation of documents for proposal or bidding.
Post- Sales
Provide timely support to customer service request according to the SLA agreed with respective client/customer.
Assure timely update and accurately cascading to Immediate Head and the group the details of the service requests performed:
Request for service by customer,
Start of service call
Update on service calls
Escalation to next support level
Completion of service call
Assure timely update and accurately cascading Service request progress to clients/customer
Manages customer expectation on the service activities to be performed and of the possible risk of the activities (i.e., that there will be a downtime of XXX minutes for the firmware upgrade)
Others
Timely renewal of assigned vendor certifications
Ad hoc projects that may arise from time to time as needed
Perform other related duties as assigned by the immediate supervisor from time to time.
