Duties and Responsibilities
Principal Accountabilities:
• Perform onsite software support, system deployment, audits, training, maintenance and technical support to Synectics software solutions on customer premises.
• Configuring Synergy systems to meet customers' defined specifications.
• Managing installation and commissioning of large-scale projects, adopting a collaborative approach and liaising with key personnel as to the specification and delivery requirements.
• Understand our customer’s business, technical and operational requirements and be able to match them to Synectics’ value proposition.
• Develop and maintain an extensive working knowledge of Synectics solutions.
• Identify complex technical problems and introduce solutions to solve them, being innovative and dynamic in your approach.
• Provide onsite and offsite professional services to Synectics customers and act as the main point of contact between Synectics, its customers and partners.
• Support the pre-sales team in defining product and functional requirements based on customer feedback and help to articulate new product development work specific to the customer requirements.
• Provide technical expertise to Pre-sales and Sales colleagues for sales quotes and proposals.
• Work closely with the project manager, systems integrators and Head of Systems Engineering to achieve deliverables across the sale and integration cycle.
• Be a key player in kick-off meetings, establishing timescales and allocation of resources.
• Resolve problems in compliance with established processes.
• Ensure timely escalation of critical customer issues through the proper channels.
• Ensure timely resolution of customer issues.
• Provide an open forum for questions regarding strategic plans, best practices, and ad-hoc consulting for software implementation, integration, training, and change requests.
• Deliver accurate, high-quality system handover documentation to project stakeholders.
• Ensure the proper recording of issues encountered in the field in the Synectics ticket system and CRM tool.
• Remain a continued source of contact for customers with whom you work, being someone who they can approach for the evolution of their service and/or support requirements.
• Regular travel to be expected both domestically and/or internationally as per operational requirements.
Key personal attributes:
• Excellent communication skills; written, verbal and listening
• Takes responsibility and accountability for the customer experience; someone who cares about getting it right and leaving a lasting impression.
• An analytical thinker with strong problem-solving skills; a ‘go-getter with intellectual curiosity’
• Strong sense of urgency and desire to constantly learn and evolve in line with the software and our customers.
• An entrepreneurial mindset
• Self-motivated and driven
• Loves to win a challenge
• Well-organised with the ability to prioritise workload
• An open and honest team player
• Has the ability to exercise discretion and independent judgement
• Ability to uphold organisational values and ethics in all that they do
