System Engineer
| 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. |
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| 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. |
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| Provide remote support for the SD-APAC clients (e.g. e-mail, MS- Teams, remote tools, …). |
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| Manage escalation and communications with Solutions team as the conduit to and from the Field Service team |
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| Be valued partner of SD-HQ Global Technical support. |
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| Distribute information and provide support for new products and solution developments |
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| Manage the testing and implementation of Digital Software Delviery (DSD) and management of the existing installed base |
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| Support Software upgrades in the context of projects. |
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| Be role-model and mentor for local service technicians and upskill through knowledge sharing and support. Provide feedback on escalated issues. |
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| Support training and development of local service technicians for |
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| the progression of technical certification |
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| Develop a Technical Knowledgebase to be referenced by field service technicians, project managers and other technical stakeholders to enhance efficiency and professionalism |
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| Create and maintain technical documentation specific to the needs of our local market. |
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| 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 |
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| Provide customer support adhering to agreed service levels. Assist with enquiries and provide resolution or refer them to relevant person/department. |
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| Provide pre-sales support and assist with customer product demonstrations as required |
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A. Network of relations
| Key Relationships | |
| 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)
Methodical
- Attention to detail, analytical skills
- Self dependent working behavior, well organized
- Adaptability and pragmatic approach
Social and Personal Competences
- Empathy for customer situations
- Excellent communicational skills (verbal and written)
- Excellent team player
- Intercultural experience is a plus
- English fluent (written & oral)
Innovative solutions at the cutting edge, a dynamic and forward-thinking work environment, and diverse opportunities – welcome to the world of SKIDATA. Join our strong, international team now and help shape the future of modern access solutions with your creativity and expertise. When you join our SKIDATA team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 62,000 colleagues in more than 70 different countries.
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