Support Engineer

The Support Engineer position in the Client Support Services Division is responsible for all aspects of pre and post sales support. It is a fast paced, challenging position for a highly motivated, organized, self driven, hands-on individual that can communicate well and enjoys direct contact with clients.

The Support Engineer has a wide variety of responsibilities that include: conducting client planning sessions, scheduling, project management, interfacing with clients, configuration management, installation, training, QA, verification, validation and client acceptance and reporting.

Core Job Responsibilities:

Pre-Sales Support

• Participate and contribute to the sales process: proposal development, research, composition, writing, review and formatting of proposal.
• Develop SOPs for pre sales activities.
• Schedule all presale activities working with sales, development and other departments.
• Prepare, create and deliver client presentation and demos.
• Gather requirements, conduct planning sessions and deliver results.

Post-Sales Support

• Develop goals for the post sales client support group operating 24x7x365 delivering the highest quality service to enterprise level national and international clients
• Track client solutions and issues using enLabel's CRM system
• Manage all technical and business related issues post-delivery and deployment
• Offer quality technical support to all clients
• Create, enhance and execute existing technical support policies.
• Oversee execution of engineering change requests from receipt to client delivery.
• Design, enhance, implement and support internal and external training programs for standard products, client specific products and internal applications such as CRM, accounting, etc.

Requirements/Qualifications:

Education

• BS in technical studies - MBA preferred

Experience

• Experience in enterprise software support with at least 3-5 years of experience managing client services.
• Knowledge, experience, and expertise in FDA/OSHA regulated companies and FDA/OSHA regulations preferred.
• Enterprise level consultative experience in technology and professional services experience in the medical device and/or pharmaceutical industries.
• Successful record of building and maintaining revenue through client retention, maintenance agreements and professional services.
• Proven planning, scheduling, resource management, reporting, analysis and budget preparation.
• A record of personal accomplishment in a start up or early stage company.

Skills

• Expert level knowledge of the following:
  • MS Office Suite: Word, Outlook, Excel, PowerPoint and Access
  • Oracle version – 9i, 10g and 11i
  • MS SQL – SQL Server 2005 and 2008
  • .net framework - .net 2 and .net 4
  • Silverlight version 4.0
  • OS – windows Server 2003 and 32008 – 32 and 64 bit editions
  • IIS – Versions 6 and 7
  • ASP.net (webforms)
  • Classic ASP.net
  • AJAX, C# and Classic HTML and XML stored procedures
  • Visual Source Safe version 2005+
  • Visual Studio 2005 and 2010
  • Microsoft Expression Blend (Silverlight)
  • Test complete QA software/or equivalent automated testing software.
• Proficient with CRM systems, ERP, workflow, document management and enterprise solutions.
• Skills in team building, motivation, interpersonal communication, organization, follow through, execution, and consistency in measuring performance.
• Ability to drive change through an organization by performance driven leadership with a strong profit contribution, business and accountability focus.
• Technical aptitude and the ability to master the operations and benefits of enLabel solutions.
• A consistent record of integrity.
• Negotiation and conflict resolution skills.
• Travel as necessary (25-75%)