Jobs at Tait Communications (Now Hiring) — 2 open

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

 

Competency	Behavior
Incident and Problem Management	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
Network Analysis and Optimization	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
System Documentation	Maintain system documentation to ensure accuracy and compliance to Change Management processes
Service Management	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
Communication	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
Consulting and Customer Business Support	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
Offer and Opportunity Management	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
Partner and Customer Relationship Management	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)
Problem Solving	Uses a structures approach for all significant problems
	Uses judgment to make independent decisions under stressful conditions
Risk Management	Anticipates, identifies and communicates the technical risk involved in the delivery of service.