Customer Engagement / Product Support Engineer

Employment Type:
IT Jobs
Job Role:
Product Management Jobs
Hong Kong
Mobile Jobs
Job Ref:

Job Description

Single Contributor Hands on Role. Single Point of Contact with Customer Operations.
Ensure the Pervacio solution is always operable in line with Customer Business schedule
Proactively manage PTO or other periods of absence ensuring appropriate on site support is maintained
Acting interface between Pervacio Off Shore Engineering & Customer Operations
Supporting set up of Hardware configurations required to operate Pervacio solutions
Managing the configuration of Pervacio solutions in line with Customer Business requirements
Providing Training to Customers Personnel on the utilization of Pervacio solutions
Accountable for Issues/Bug intake , prioritization and delivery of solution.
Creation and Updating of Tickets required for any related Bugs
Performing any Root Cause analysis within Customer location/s for issues/bugs
Representing issues/bugs effectively to assigned developers and identifying suggested solutions.
Supporting update of Customer Test machines with New Released Pervacio SW Versions.
Perform Testing on any Solutions/Features or Devices as required.
Support required Certification process for Fast Track devices in APAC region
Manage Inventory and Logistics associated with stocking and movement of any assets under Pervacio control.
Support the preparation of Documentation / Liaise with Pervacio Product Team
Identify additional solutions that Pervacio may provide to enhance the Customers Operations
Support set up and testing of new feature/solution Pilot studies.
Program Management of any/all New Opportunities or Features
Compile required Reporting (including Daily)
Support validation of Dashboard data as required , included support for invoicing activities.
Schedule and Host required review meetings with Customer staff and maintain Tracker for all items under discussion.
Maintain a 90 Day rolling Forecast of Customer Business respect to Pervacio solutions
Advocate for Pervacio in South East Asia Territory – Support Business Development opportunities as required
Support for other selected sites in APAC
Travel expectations – Up to 20%

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