System Engineer
SKIDATA
Date: 12 hours ago
City: Port Melbourne, Victoria
Contract type: Full time
Name of Position
System Engineer – RTSS
This Job Description is meant to give a significant idea of the position for interested persons and future position owner .
Brief Summary Of The Position
The position owner (PO) is responsible for providing technical support within the RTSS Team to ensure business needs are met and to support the business as we adapt from being an Access Supplier to a Visitor Management Platform with a focus on customer experience.
PO provides superior, effective and efficient technical services to our installed base according to Skidata group standards. PO is taking ownership of critical incidents including internal and external communication, escalations, spare parts definitions and service documentation. PO supports the local managers in their daily business with a focus on service topics and pre-sales support. PO mentors local field technicians and cares about their professional development through upskilling and training .
The key relationships are clients, field technicians, project managers, local managers, RTSS & solutions in APAC region and Global Technical Support @ Skidata
Key Responsibilities, Tasks And Activities
(in descending order of importance)
Responsible
Assisting
Coordinate and drive the solving of technical escalations from the field service team. Priority will be given to “Criticals”. e.g.
incident records coming from the market, problem records reported from headquarters or security & OHS issues in general.
Work closely with National Operations Centre (NOC) to ensure efficient management of escalations to complete work orders. PO
cares about efficient utilisation of service staff and organises RTSS rosters which meet business requirements.
Provide remote support for the SD-APAC clients (e.g. e-mail, MS- Teams, remote tools, …).
Manage escalation and communications with Solutions team as
the conduit to and from the Field Service team
Be valued partner of SD-HQ Global Technical support.
Distribute information and provide support for new products and solution developments
Manage the testing and implementation of Digital Software
Delviery (DSD) and management of the existing installed base
Support Software upgrades in the context of projects.
Be role-model and mentor for local service technicians and upskill
through knowledge sharing and support. Provide feedback on escalated issues.
Support training and development of local service technicians for
the progression of technical certification
Develop a Technical Knowledgebase to be referenced by field
service technicians, project managers and other technical stakeholders to enhance efficiency and professionalism
Create and maintain technical documentation specific to the
needs of our local market.
Care about the development of service and technical processes in conjunction with various service and operational departments.
This includes management of Keepass, sharepoint repository and general technical data management
Provide customer support adhering to agreed service levels. Assist with enquiries and provide resolution or refer them to
relevant person/department.
Provide pre-sales support and assist with customer product demonstrations as required
1
Site Operators and Site Ownership Teams
2
Field staff, project team, sales team, management
3
RTSS & solutions team members in APAC region, GTS
Qualifications And Experience
Education:
Technical qualification
Qualification:
Skidata System Engineer level or higher OR
Years of experience:
2-3 years in a similar role
Skills And Knowledge (functional And Methodical)
Functional
#SKIDATA
System Engineer – RTSS
This Job Description is meant to give a significant idea of the position for interested persons and future position owner .
Brief Summary Of The Position
The position owner (PO) is responsible for providing technical support within the RTSS Team to ensure business needs are met and to support the business as we adapt from being an Access Supplier to a Visitor Management Platform with a focus on customer experience.
PO provides superior, effective and efficient technical services to our installed base according to Skidata group standards. PO is taking ownership of critical incidents including internal and external communication, escalations, spare parts definitions and service documentation. PO supports the local managers in their daily business with a focus on service topics and pre-sales support. PO mentors local field technicians and cares about their professional development through upskilling and training .
The key relationships are clients, field technicians, project managers, local managers, RTSS & solutions in APAC region and Global Technical Support @ Skidata
Key Responsibilities, Tasks And Activities
(in descending order of importance)
Responsible
Assisting
Coordinate and drive the solving of technical escalations from the field service team. Priority will be given to “Criticals”. e.g.
incident records coming from the market, problem records reported from headquarters or security & OHS issues in general.
Work closely with National Operations Centre (NOC) to ensure efficient management of escalations to complete work orders. PO
cares about efficient utilisation of service staff and organises RTSS rosters which meet business requirements.
Provide remote support for the SD-APAC clients (e.g. e-mail, MS- Teams, remote tools, …).
Manage escalation and communications with Solutions team as
the conduit to and from the Field Service team
Be valued partner of SD-HQ Global Technical support.
Distribute information and provide support for new products and solution developments
Manage the testing and implementation of Digital Software
Delviery (DSD) and management of the existing installed base
Support Software upgrades in the context of projects.
Be role-model and mentor for local service technicians and upskill
through knowledge sharing and support. Provide feedback on escalated issues.
Support training and development of local service technicians for
the progression of technical certification
Develop a Technical Knowledgebase to be referenced by field
service technicians, project managers and other technical stakeholders to enhance efficiency and professionalism
Create and maintain technical documentation specific to the
needs of our local market.
Care about the development of service and technical processes in conjunction with various service and operational departments.
This includes management of Keepass, sharepoint repository and general technical data management
Provide customer support adhering to agreed service levels. Assist with enquiries and provide resolution or refer them to
relevant person/department.
Provide pre-sales support and assist with customer product demonstrations as required
- Network of relations
1
Site Operators and Site Ownership Teams
2
Field staff, project team, sales team, management
3
RTSS & solutions team members in APAC region, GTS
Qualifications And Experience
Education:
Technical qualification
Qualification:
Skidata System Engineer level or higher OR
Years of experience:
2-3 years in a similar role
Skills And Knowledge (functional And Methodical)
Functional
- Ability to lead a small technically-orientated team
- High level of technical competence and interest in continuous improvement
- Experienced in operating systems (e.g. MS Windows server/client, Linux)
- Experienced in computer networks (e.g. Ethernet, TCP/IP, firewalls)
- Deep knowledge of Skidata products and SD-APAC solutions
- Knowledge in virtualization technologies (e.g. VMWare)
- Basic understanding of databases (e.g. MS SQL)
- Attention to detail, analytical skills
- Self dependent working behavior, well organized
- Adaptability and pragmatic approach
- Empathy for customer situations
- Excellent communicational skills (verbal and written)
- Excellent team player
- Intercultural experience is a plus
- English fluent (written & oral)
#SKIDATA
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