Workplace Solutions Engineers

About the Role:

Our client is a rapidly growing technology company. Their goal is to help their clients create the most efficient, effective, and engaging working environments. Using patented sensor technology, mobile app, data analytics and innovative displays, they help their clients to get the best out of their workspace while enabling them to fully understand the utilisation of their buildings.

Part of the Strategic Accounts team, you will be involved at both pre-sales and deployment stages, being the technical interface between clients and the engineering team to ensure successful deployment of their solutions. You will need to have solid technical knowledge, but it will be your ability to confidently trouble shoot to find solutions and interact with clients that will set you apart.

Responsibilities:

• Become an established “expert” in the company’s applications, supporting both the Sales and Accounts Teams with deep knowledge about implementation and deployment of their solutions.
• Provide technical expertise for all questions arising during the mobilisation process. Respond to questions arising from various client stakeholders with corresponding technical responses.
• Assist with selection and customisation of various solutions to deliver desired client outcomes.
• Use your project and internal / client stakeholder management expertise to develop, agree and deliver technical mobilisation projects.
• Manage pilot accounts, defining and agreeing the scope with client and managing to that agreement.
• Identify opportunities for account growth, working with the Account Manager to help to shape early account roadmaps through pilot phase.
• Identify trends and potential problem sources escalating, where necessary, to the Product Development Team during and after mobilisation.
• Think creatively to suggest and help define new ways of customizing solutions to address client needs.
• Provide application delivery support, investigating queries, replicating issues and liaising with product team, if necessary, to ensure problems are resolved.
• Determine the root cause of a client issues and thoroughly document resolutions and workarounds as Knowledge Based articles.
• Participate in continuous improvement reviews to evaluate processes and identify areas for development.
• Applications development and integration support with other (third-party) platforms.
• Act as a primary interface with the Development Team on any escalations from client users and own the resolution path for detailed technical solutions to issues.
• Develop and regularly maintain a great general knowledge of all products to help define new ways of customising solutions to address client needs.
• Coordinate with Account Management and application team members along with product owners across the organisation to provide coordinated response to Global Clients and leverage corporate knowledge and experience and deliver best practice development.

Skills and Experience:

• Degree level or equivalent education within IT, Business Systems or some other technical related field.
• MSc, MEng, MCSA (or equivalent) – desirable.
• Previous experience of attending client sites to discuss solutions and explain the deployment process.
• Previous applications support experience with commercial clients.
• Previous experience providing 1st or 2nd line software or SaaS deployment support with a strong ability to contribute at a technical level.
• Experience in Workplace Software, HRMS, CAFM or IWMS systems in an applications role, ideally within the Real Estate and/or professional services space.
• Strong tech skills in areas such as networking, connectivity, wireless systems, software or SaaS.
• Able to adopt a consultative approach and explain technical issues to clients in a confident and credible way.
• Able to think quickly and suggest innovative solutions to solve technical problems.
• Highly organized, able to manage multiple projects simultaneously.
• Strong communication and interpersonal skills; able to communicate well with stakeholders at all levels.
• Able to travel to client sites within EMEA as required.
• Project management experience would be advantageous.

Behaviours and Mindset:

• Demonstrated curiosity to tinker, troubleshoot, research, understand and solve.
• A keen solution mindset that helps users achieve the best out of a product feature.
• Strong customer ethos and driven to continually deliver the best for their clients.
• A strong commitment to quality; continually thinking about learning from experiences to drive improvements to the customer experience.
• Clarity of thinking and an ability to explain complex logic and reasoning in simple language.
• Convincing and confident with technical knowledge, yet humble and inclusive in getting buy in from clients and partners.
• Flexible and agile; able to adapt quickly and responsively to client needs.