Job Description

Scope of the Role

The Service Management Engineer (SME) will be placed at the Customer's premise to act as a communications system advisor and consultant to the client. This role's primary responsibility is to ensure regular and continuous access to the expertise and technical capability to sustain the client's critical communications network. This role will function as a subject matter expert, exercising sound judgement in the prompt resolution of challenging situations. The SME is a person with deep technical and system knowledge of the installed solution and is available to be onsite during normal business hours and especially when a planned event or a longer term unplanned event arises. The SME will report to the Customers premise(s) for at least 1040 hours, during business hours, in each of the years this agreement is in force unless otherwise agreed by the contract. Outside those hours, the SME will also be available to address incidents and problems involving other entitled clients as required. Some of the additional responsibilities of the SME are listed below.

This position will require a degree in engineering or equivalent experience.

Objectives

• Trusted advisor and single point of contact for all service and support issues and projects
• Improved management of the customer experience
• Optimize delivery capabilities
• Pro-actively manage any Customer Support issues
• Equipment is installed and commissioned on time and to a satisfactory quality level
• Ensure that the Managed Service Agreement obligations are met
• Maintain the internal vendor/customer model – strategic partnership
• Work collaboratively with the sales team throughout the engagement lifecycle
• Enhance monthly reporting capabilities – reduce manual input

Primary Deliverables

Presales

• Partners with the sales team to identify new opportunities.

Delivery

• Work with the sales team to promote usage and adoption of Tait services and products to help client achieve stated goals.

Support

• Ensure the client understands and leverages the capabilities of their network
• Ensure that issues are prioritized based on customer impact
• Distribute technical notes, product hold notices and quality alerts in accordance with the customer's communication policy
• Coordinate with SME L2 staff and L3 engineers to prioritize and drive resolution for technical issues
• Assist with Remote Access and collect customer data as required
• Deliver training to customer on contracted Tait product and service operation, maintenance and troubleshooting
• Assist the client with planning and executing system changes and upgrades

Managed Services

• Demonstrate and promote MS benefits for the client

Consulting

• Cultivates opportunities for the sales team and positions BDM at key stages of the discussion

Performance Dimensions

Behavior

Acts as the ley responder to all incidents and problems affecting the Client network

Serves as the focal point between Tait Support, Engineering Resources and the Client

Performs detailed analysis of all available system performance data to identify areas requiring tunning for optimal quality of experience by system users

Performs analysis of Client feedback and Taint Incident logging data to ensure high levels of system performance

Delivers the analysis described above in a meetings with Client via weekly or quarterly

Maintain system documentation to ensure accuracy and compliance to Change Management processes

Provide operational oversight of the Managed Service delivery to the Client

Lead a cadence of meetings to review the performance and delivery of the service

Serve as he first point of escalation for any service request or concern regarding any aspect of Tait's delivery of services

Communicates and presents complex concepts clearly, precisely and concisely. Keep it simple

Demonstrate active listening skills

Leads & drives cross functional client and internal teams to identify and delivery an appropriate solution

Adopts consulting style to Client profile, culture and maturity. Builds Client trust to be considered "Trusted Advisor"

Analyzes and captures Client requirements and expectations

Analyzes requirements of the Client and advises them on solutions/products that are the best fit

Demonstrates cross-product knowledge within a portfolio (Tait and Third Party)

Is able to identify emerging market and Client requirement to define innovative solutions

Understands key market evolution from end user perspective and Client positioning

Establishes credibility, is recognized as a "Trusted Advisor" and maximizes Tait reputation

Cultivates opportunities for the sales team and positions BDM at key stages of the discussion

Interacts with the Client and contributes to analyse and formalize their business requirements by understanding end-user's current and future expectations.

Is aware of Client requirements and related budget issues

Manages Client satisfaction and feedback

Shares previous experiences and re-uses available solutions adjusting to the specific Client environment maturity and context

Understands and manages client and partner expectations (relationships)

Uses a structures approach for all significant problems

Uses judgment to make independent decisions under stressful conditions

Anticipates, identifies and communicates the technical risk involved in the delivery of service.

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