Sr. Technical Sales Support Engineer

Key Responsibilities And Accountabilities

• Become an expert in Socomec products ; understand the design, primary-use, benefits, and (especially) limitations of Socomec products in order to give accurate and realistic recommendations to customers and external agents.
• Answer technical inquiries from both the clients and internal employees, primarily through Email-to-Case ticketing system.
• Train and onboard professionals on the Socomec product portfolio and relevant applications (Sales, Service, External Representatives).
• Refresh and update training materials used by the Tech Team with new products and applications; identify outdated documentation and suggest updates.
• Investigate and troubleshoot customer issues; provide assistance by referencing technical manuals, conferring with users, and/or conducting product diagnostics.
• Assist in the construction of testing and demonstration rigs; suggest supplies and equipment to facilitate safe usage of testing equipment within the given limitations of office space and leadership discretion.
• Navigate Socomec’s network of experts, both in North America and Overseas, to effectively and efficiently leverage their experience; utilize systems to document past answers from experts for future reference.
• Understand and Clearly Articulate the governing standards applicable to both Socomec products and the larger systems they are installed within.
• Become a primary user for data platforms and integration/testing softwares.
• Manage relationships with development teams of complimentary products; manage ongoing testing, updates, template building, and instruction guides with these partners Prepare/manage official reports for Remote Support and Customer calls.
• Confer directly with customers to assess equipment needs and to determine system requirements.
• Develop, present, and respond to proposals for customer requirements; work with business developers to propose industry-specific solutions.
• Develop tools to assist in tracking and organization of projects based on the type of product, customer, or generic application.
• Prepare and deliver technical presentations explaining Socomec products, features, connectivity, and/or services to customers and 3rd party agents.
• Host trainings focused on Socomec products and targeted customer applications.
• Conduct Site-Audits; point out potential challenges with customer’s design and recommend solutions; anticipate potential issues around installation, integration, network implementation, or limitations of specified devices.
• Conduct demonstrations and trial installations of equipment; Manipulate demo/sample equipment and give walkthroughs of device setup and usage.
• Confer with Product Marketing, MARCOM, Business Development, and Regional Sales Teams to support Socomec’s marketing strategies and activities; promote Socomec products and services.
• Present seminars/webinars with Q&A sessions to clients, general sales teams and reps.
• Participate in promotional activities like Conventions and Trade Shows.
• Prepare situational case studies based on experiences in the field.
• Assist in the creation and management of marketing collateral materials for product launches and upgrades/updates.
• Proofread and Vet prospective documentation and manuals to ensure clear and accurate instruction.
• Update technical aspects of promotional materials, and collaborate with Marketing team to update existing marketing resources to modern offerings.
• Support with product catalog; confer with Marketing team to ensure all corrections are implemented when new editions are releasing.