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Job Description
Job Purpose
The job holder is accountable for delivery of professional services to customers, either internally or externally, and may be required to travel at short notice as a representative of the company wherever necessary to deliver services.
Principal Accountabilities
- Provides routine first line product support as required to customers in the region, under guidance from more senior members of the team
- Promptly address and resolve customer complaints or technical issues, with guidance and escalation if necessary
- Provides high quality, specialist product training in both AVEVA training centres and at customer locations
- Contributes to the delivery of deployment and configuration services to AVEVA’s customers
- Works with members of the technical team and technical managers to help develop scopes of work and proposals for consulting and customisation services
- Develops technical skills within their primary domain and into other AVEVA product areas to assist in the growth of the technical team in the region
- Provides industry specific consultancy, based upon related experiences to aid other members of the team to achieve successful product positioning.
- Provides pre-sales support as required by line management. See Technical Sales job descriptions for details of pre-sales support activities.
Important Working Relationships
- Sales: Work with the sales team in identifying opportunities, providing technical support at all levels of customer engagement and responding to product support issues
- Technical: Work within a dynamic team and show flexibility in the use and development of personal and technical skills to maximize the team’s efficiency. In particular, develop a close and effective working relationship with the central support office
- Customers: Develop good working relationships with clients and always provide the highest level of customer service and professionalism
Job Requirements
Knowledge, Skills & Experience Required
The individual will have:
- Associate’s or Bachelor’s degree (or equivalent experience) in a relevant engineering discipline ( Automation Engineer )
- Proven 2 years or more experience of AVEVA products or similar technologies
- Proven 2-5 years or more knowledge of engineering, design, procurement or construction within a relevant industry (e.g. Plant or Marine) from either an owner-operator or an engineering contractor background.
- Strong customer service skills
- The ability to deliver training and/or some experience in delivering customer focused technical training
- Good problem-solving skills
- The ability to manage and handle multiple commitments simultaneously
- Willingness to travel extensively (potentially worldwide) to perform consultancy tasks
In addition, the following will be beneficial:
- Knowledge in programming. Exposure to PML and/or C# would be an advantage, (3D Engineering), PDMS, Instrumentation.
