System Engineer
Job Description-
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 Technical 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. The main task is to provide technical support to current and future customers on a 1st level basis, and to bridge between 1st first-level technical support team and 2nd second-level technical support team overseas to resolve technical problems quickly and permanently. Installation of new projects, implementation of new features, and localization of new products are also required.
The other task is to consult with and develop infrastructure solutions for campus network design, construction, and operation for Japan Ski Resort customers. A further task will be the support of the sales team to win new projects and extend existing customers. 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.
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Key Responsibilities, Tasks and Activities (in descending order of importance) |
Responsible |
Assisting |
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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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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 the training and development of local service technicians for 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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Consult with and develop infrastructure solutions for a range of business users and customers
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Work with the local team, customers, and 3rd party companies to develop and implement connectivity and network solutions |
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Troubleshooting and analysis of software/hardware products Perform campus network design, construction, and operation for the Japan Ski Resort
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The problem owner until the solution of the problem is implemented at the customer's site and accepted
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Troubleshooting/ Fault Record/ Technical Support Process
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Network of relations-
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Key Relationships |
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1 |
Site Operators and Site Ownership Teams |
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Field staff, project team, sales team, management |
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Qualifications and Experience |
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Education: |
Technical qualification |
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Qualification: |
Skidata System Engineer level or higher OR |
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Years of experience |
2-3 years in a similar role |
Social and Personal Competences
· Empathy for customer situations
· Excellent communicational skills (verbal and written)
· Excellent team player
· Intercultural experience is a plus
Travel frequency- <25%
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.
#SKIDATA
Tokyo, JP, 101-0047