Apr
15
TPS & GNSS Technical Support Specialist
April 15, 2018 | Comments Off on TPS & GNSS Technical Support Specialist
LEICA GEOSYSTEMS
POSITION TITLE: Technical Support Specialist and Trainer -TPS & GNSS
REGION: UK & Ireland
BUSINESS AREA: Geomatics-Total Stations and GNSS
DEPARTMENT: Technical Support
REPORTING TO: Technical Support Team Leader
LOCATION: Milton Keynes - Office based
ROLE & PURPOSE OF THE POSITION:
• Technical expert providing support over the Phone, E-mail, Live Chat to customers and internal stakeholders for Leica Geosystems products including Total Stations, Digital Levels, SmartNet, HDS, GIS products, GNSS, mobile mapping, UAV, Machine Control , BIM and related software
• Customer training including hardware or software
• Ensure continuous improvement in the level of support received by all customers, increasing customer satisfaction and maintaining service level agreements.
• Promote customer awareness of after sales products to maintain a seamless service, e.g. Customer Care Package’s, training courses, myWorld portal, etc
• Ensure all key tasks are carried out efficiently and professionally and support requests are logged into the incident database
• Carry out testing of existing customer equipment, including troubleshooting hardware and software for faults and data quality control
• Promote an awareness and professional image of Leica Geosystems and its products
• Seamlessly work within technical support team along with internal departments, contributing to the active after sale service of Leica Geosystems
DUTIES & RESPONSIBILITIES:
• To provide technical support and training to customers for Leica hardware and software.
• Proactively manage new customer queries and outstanding support tickets within the required timeframe to maximise productivity and quality
• Ensure that all queries are logged and updated in real-time
• Ability to adopt a professional customer facing attitude, providing concise, detailed solutions to problems
• Actively work to ensure positive feedback and customer satisfaction in the level of support received by all customers
• Report to Technical Support Team Leader any major customer issues and any incidents that may escalate to complaints
• Enjoy a challenging and diverse team working environment, ability to learn by provided training courses and adapting to change
IN ADDITION TO YOUR ROLE IT IS EXPECTED THAT YOU:
• Must be able to work well within a team environment and integrate fully into the ethos and ethics of the team
• The ability to perform all duties in a positive and professional manner
• Communicate different levels of technical knowledge to varying levels of understanding in a simple and coherent manner.
• Strong practical problem solving capabilities and ability to quickly analyze, identify, define and resolve issues within a timely manner
• Have the ability to operate well under severe technical, time and customer pressures
• Add value to products and services through customer satisfaction and interaction
• Provide support and technical knowledge for shows, exhibitions, open days and demonstrations to company and distribution sales teams
• Maintain accurate records of all stock holdings and movements, both internally and externally
• Working closely with customer care and service department to ensure all procedures and systems are followed and maintained
• Confidence to work under own initiative and display good time management.
EDUCATION /QUALIFICATIONS / EXPERIENCE:
• Higher Education Qualifications – Survey/Civil Engineering with 1 to 2 years site experience or associated qualifications and or experienced based industry qualification.
• Proven experience in GNSS systems and software, total stations equipment and the use and application of such technology within the construction industry.
• A working knowledge of Survey/Construction instruments (GNSS, TPS, Laser, Leica preferable, but not essential)
• Awareness or working knowledge of design and data processing software (Infinity,LGO, Liscad, n4ce ,LSS, Cyclone AutoCad, etc)
• Experience of working within the UK construction industry (Civils, Road, Infrastructure)
• Excellent communication skills, both verbally and written
• Ability to understand technical or mechanical issues related to Surveying and Engineering
• A strong aptitude to technology and associated software developments.
• An understanding of UK construction terminology and practices
• Entrepreneurial drive and strong work ethic
• Strong sense of urgency, responsibility and accountability
LANGUAGE
• English fluent written and verbal
COMPUTER SKILLS:
• Have fluent working knowledge of Microsoft Office suite (Word, Excel, Powerpoint).
• Have working experience of using survey application, design or mapping software suites.
• Aptitude to new technology’s and developments for construction