Technical Account Manager

Recruiter
Syntax Consultancy Ltd
Location
London (Greater)
Posted
04 Mar 2019
Closes
28 Mar 2019
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
Technical Account Manager
Based in the UK at our London offices, this role will offer support to all UK and European Customers. Each Technical Support Manager will be allocated clients who could be TOC`s, FOC`s or OEM`s and will be responsible for all support, product development testing, and projects for these customers. This role will be responsible for JIRA tickets for their specific client and if possible, will suggest fixes, implement fixes or gather support from the UK and Sydney teams to remedy any outstanding JIRA issues. This customer facing role will involve travel throughout the UK and Europe with regular face to face and teleconference meetings with the clients. They will also Assist and deliver technical FAT & UAT testing on applications delivered in the UK and Europe, be involved in sales, cost management, reporting and data analysis.
RESPONSIBILITIES
Route changes within the customer database
General Data base management
Fix any software issues for the customer using the UK skills set to assist if needed
Peruse any hardware warranty and support issues to a conclusion
Costing and developing of customer enhancement proposals
Managing the support contract and PO process
Organise and attend weekly meetings with the customers these will be at least one face to face per month and weekly teleconference calls
Produce minutes / notes to each of these meetings and post them in the shared folder
Capture and analysis of OMS and journey logs to assist customer development and investigations
Develop project requirements and assist with the costed proposal to ensure financial stability
Participate in system integration activities such as FAT and UAT at Customers premises
Provide technical customer support as required
Assist the customer with product development
Manage the customers JIRA tickets, produce a periodic report and hold weekly support calls with UK team and Sydney to pursue any issues to a conclusion
Produce project reports for any enhancements or new projects
Keep abreast of product development and promote this to your customers
Assist other Technical Support Managers in the UK to deliver rapid repair of any issues.
Support customers use of DAS products
Project manage customer

Develop and produce project plans
Develop and deliver project schedules
Develop the project schedule
Prepare Project budget
Prepare monthly project report
Manage PO payments in line with schedules

COMPETENCIES
(flexible range of competences may be held dependent on background)
Computer Science, Math`s, Project Management or Engineering related degree
Experience of dealing with customers technical requirements
Good analytical/problem solving skills;
Railway domain knowledge
Ability to work as part of an international team
Experience in a technical support role (if possible but not essential)
French speaking (native or fluent) is highly desirable
MS Office products experience
Communication skills, written, Report writing and verbal
Focus on customer service and delivering for the customer
JIRA related products
Project management
Computer systems knowledge
Ability to produce system Integration diagrams desirable

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