Customer Engagement / Product Support Engineer

By January 19, 2017Vacancies
Hong Kong

Pervacio is looking for a Customer Engagement / Product Support Engineer to assist in its goals of developing and delivering leading-edge mobile solutions


Hong Kong

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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