Service Management Engineer - Milwaukee, WI

Scope of the Role

The Service Management Engineer (SME) will be placed at the Customer's premise to act as a communications system advisor and consultant to the client. This role's primary responsibility is to ensure regular and continuous access to the expertise and technical capability to sustain the client's critical communications network. This role will function as a subject matter expert, exercising sound judgement in the prompt resolution of challenging situations.

The SME is a person with deep technical and system knowledge of the installed solution and is available to be onsite during normal business hours and especially when a planned event or a longer term unplanned event arises. The SME will report to the Customers premise(s) for at least 1040 hours, during business hours, in each of the years this agreement is in force unless otherwise agreed by the contract.

Outside those hours, the SME will also be available to address incidents and problems involving other entitled clients as required. Some of the additional responsibilities of the SME are listed below.

This position will require a degree in engineering or equivalent experience.

• Trusted advisor and single point of contact for all service and support issues and projects
• Improved management of the customer experience
• Optimize delivery capabilities
• Pro-actively manage any Customer Support issues
• Equipment is installed and commissioned on time and to a satisfactory quality level
• Ensure that the Managed Service Agreement obligations are met
• Maintain the internal vendor/customer model – strategic partnership
• Work collaboratively with the sales team throughout the engagement lifecycle
• Enhance monthly reporting capabilities – reduce manual input

Presales

• Partners with the sales team to identify new opportunities.

Delivery

• Work with the sales team to promote usage and adoption of Tait services and products to help client achieve stated goals.

Support

• Ensure the client understands and leverages the capabilities of their network
• Ensure that issues are prioritized based on customer impact
• Distribute technical notes, product hold notices and quality alerts in accordance with the customer's communication policy
• Coordinate with SME L2 staff and L3 engineers to prioritize and drive resolution for technical issues
• Assist with Remote Access and collect customer data as required
• Deliver training to customer on contracted Tait product and service operation, maintenance and troubleshooting
• Assist the client with planning and executing system changes and upgrades

Managed Services

• Demonstrate and promote MS benefits for the client

Consulting

• Cultivates opportunities for the sales team and positions BDM at key stages of the discussion

• Competency:
  Incident and Problem Management — Behavior:
  Acts as the key responder to all incidents and problems affecting the Client network;
  Serves as the focal point between Tait Support, Engineering Resources and the Client
• Competency:
  Network Analysis and Optimization — Behavior:
  Performs detailed analysis of all available system performance data to identify areas requiring tuning for optimal quality of experience by system users
• Competency:
  System Documentation — Behavior:
  Maintain system documentation to ensure accuracy and compliance to Change Management processes
• Competency:
  Service Management — Behavior:
  Provide operational oversight of the Managed Service delivery to the Client;
  Lead a cadence of meetings to review the performance and delivery of the service
• Competency:
  Communication — Behavior:
  Communicates and presents complex concepts clearly, precisely and concisely;
  Demonstrates active listening skills
• Competency:
  Consulting and Customer Business Support — Behavior:
  Adopts consulting style to Client profile, culture and maturity;
  Builds Client trust to be considered "Trusted Advisor"
• Competency:
  Requirements Analysis — Behavior:
  Analyzes and captures Client requirements and expectations;
  Advises on solutions/products that best fit
• Competency:
  Relationship Management — Behavior:
  Partner and Customer Relationship Management;
  Manages Client satisfaction and feedback
• Competency:
  Problem Solving — Behavior:
  Uses a structured approach for significant problems;
  Uses judgment to make independent decisions under stressful conditions
• Competency:
  Risk Management — Behavior:
  Identifies and communicates technical risk involved in service delivery