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Technical Project Engineer – Barcelona

Wavetec FZCO

Company Description

“Wavetec has been on the forefront of technology for almost over three decades, and now with its Head Office in Dubai, regional presence in more than 70 countries, and a workforce from 13 different nationalities. Wavetec has become a true Global market leader in a specialized technology striving to improve Customer Experience at Public waiting areas and Information Display Systems.”

Job Description

  • Support  GM –   as a Pre-Sales engineer
  • Maintain strong coordination and support with Head of Global Customer Support on product trainings, product improvements and ensuring rest of the CSEs are properly trained on all products
  • Set strategy, direction, standards and offer needed training on how to deliver quality customer service using adopted best case practices, ensure that all problems/queries are resolved in less than 24hours along with strong coordination with Head of Global Customer Support
  • Offer technical support (hardware and Software) to other technical staff and assigned clients as needed from time to time
  • follow up with clients to ensure that all the Wavetec Products installed are running smoothly with signed maintenance contracts with the company
  • Ensuring/providing technical support during installations at assigned sites/accounts with our latest hardware and software products as well as coordinating with the client to ensure that all customer requirements are met as required.
  • Reporting any bugs in the product(s) in coordination with Global Operations that are identified during customer support and raising OFIs as well as following up with the respective PMs to ensure resolution of the OFI as soon as possible
  • Managing assigned key accounts to ensure proper working of systems and great customer satisfaction and therefore recurrent generation of sales
  • Collecting feedback from our customers/clients about the quality of service after every service call
  • Sending daily reports about performed or current/pending services crossing 24 hours to reporting head
  • Ensure an SRS is made for all customizations related products in coordination with Global Operations
  • Sending Weekly report (once a week) to GM Africa & Monthly reports (as per KPIs) to the regional head with respect to services and installations
  • Overseeing if all the information related to services and installations that is lodged into SAP/Helpdesk portal by CSEs is correct and the resolution is correctly mentioned
  • If the client is under warranty and a faulty equipment is diagnosed by him/her then he/she is responsible to follow up on RMA items to be sent to different client / distributor around the region
  • Creating schedule of PM for all SLAs and getting its budget approved ensuring timely execution
  • Creating technical drawings for technical proposals of different tenders or bid
  • Creating SOW for all EQMS SODs to be delivered by Kenya office to end Customer.
  • Creation of purchase budgets for local installations and follow-up with accounts on its approval and transfer
  • Visiting different clients  for pre installation and technical meetings
  • Seek assistance from respective Account Managers in case of a pending service that crosses SLA timeline
  • Responsible for conducting Demos to clients and distributors
  • Conducts training for clients, distributors and CSEs of respective regions.
  • Collecting Customer Feedback ( Twice in a year(quarterly) from all customers and timely escalate any negative feedback to the respective RGM and Head of Customer Support to ensure quick resolution
  • Responsible for Customer/Project success
  • Responsible for Technical Deliveries / Pilots / Technical training to local contractors
  • Technical coordination between ITAB/end Clients and Dev Team
  • Detect cross-selling opportunities

Areas of Responsibilities

  • Responsible for the efficient supervision/management of all technical support activities and ensuring that all pending customer service calls are resolved within 24hours
  • Strategize, direct and offer needed training to staff and client
  • set standards on how to deliver quality customer service using adopted best case practices
  • Responsible for Client relationship Management and project implementation management with major clients which may include sales as well as technical support
  • Ensure Customer remains satisfied with Wavetec provided products and services

Key Performance Indicators

  • Average time taken to resolve a complaint or complete a service for a client/customer from the time of receiving  a complaint
  • Average performance of the customer support team(s) at Wavetec
  • No. of complaints resolved on same day, the next day, or x number of days from the day of receipt of complaint.
  • Feedback rating from customer (received after completion of each service.)
  • No. of successful visits made per month.
  • No. of recurrent complaints per month

Qualification and Experience

  • Bachelors Degree in Computer Science, Software Engineering or related
  • MBA from reputable University (preferred)
  • Experience of 2 years in an IT setup for operations or Customer support incharge role.

Additional Skills

  • Soft Skills
  • Problem Solver
  • Project management
  • Technical Background
  • Availability for travelling
  • English mandatory, other languages (specially Spanish and Italian) will add value

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