Brief Summary of the position

This role is responsible for application engineering including pre-sales support, technical support to clients and technical escalations with key activities as outlined below within the Solution team, A successful candidate will have a high degree of technical aptitude, a ‘can-do’ attitude, curiosity to learning, with a strong problem solving skillset to work with clients, and internal teams to assist in defining use cases, present product demos and presentations internally and externally. From an internal perspective, this role will be a core member of the team to assist with duties as outlined below in the solution department.

Overview of Role Objectives

• Preparation of design specification documentation in consultation with the solution architects
• Assist with maintaining standard documentation templates for the solutions team.
• Review and testing of solutions, pre-release products, or developed products in a controlled test environment or if practical a real-world situation before provision to internal stakeholders or customers.
• Assist with the development/documenting of Test Plans, Test Cases for solutions, pre-release products, or developed products for one off or repeat testing.
• Preparation of training manuals for users (Customer or Internal), technical or non-technical.
• Documenting of customer requirements understood during the pre-sale’s activities, including review and confirmation from the customer, or engaged sales team member.
• Assisting with development of project specific documentation based on existing templates. E.g., High- level design, proposed design, as-build documentation.
• Provide pre-sales support to the sales team, for SKIDATA products and solutions, based on gained product knowledge through testing / familiarisation & ongoing training, including product demonstrations where needed.
• Run sales or technical product update sessions when required, providing updates on latest product features, functionality etc.
• Assist with introduction of new features, products into the business following the internal MIP (market introduction process).
• Provide 3rd level service order & defect resolution support to the National Operations Centre, Project or Solutions team. Occasionally, site visits may also be required to provide support.
• Review & optimise any documented standard operating procedures or processes on an ongoing basis, including management of feedback.
• Provide updates & information for projects or tasks taking the lead on, upon request from the Senior management team.
• Ensure efforts are added to the required tools for 100% of internal, external & 3rd level support tasks.
• Assist with testing of new version SKIDATA software prior to release to the local technical team for production installation or assist the software development team with any testing & documenting of custom solutions.
• Assist with setup, configuration & maintenance of internal showroom & testing environments.

• Creation of any required internal fault records for escalation locally or via the HQ team, including pro-active follow-ups and escalation as required in a timely matter depending on the severity of the reported issue.
• Creation of any market product requests within the JIRA system.
• Support design of solutions incorporating SKIDATA hardware and software. Training and regular upkeep of knowledge required, to understand key integration points of the equipment. i.e. I/O options, interfaces to allow external equipment communication, connectivity with external card or

long-range readers.

Key Responsibilities, Tasks and Activities

(In descending order of importance)

R

A

Provide pre-sales support, including documentation of requirements, use cases, standard function, feature verification support to the sales or other teams

☒

☐

Proactively attain a high level of knowledge of SKIDATA software & hardware solutions, through training, self-familiarisation, including SWEB cloud and basic knowledge of internal or publicly available interfaces.

☒

☐

Helps create and maintain documents to support understanding and distribution of locally designed solutions. Including delivery standards, training material, project documentation (supporting only), test cases or similar.

☒

☐

Defines Use-Cases together with customer/solutions/sponsor.

☒

☐

Provides handover of documented solutions to projects and/or service teams.

☒

☐

Plays a role in defining & documenting standards and templates for the projects & solutions teams

☐

☒

Supports the software team with the management of incoming Software Team Support E-Mails, sales support requests and licensing requests.

☐

☒

Continuous Process & Standards definition/optimisation. Check, optimise, correct & distribute.

☐

☒

Curate & maintain detailed test and re-testing plans, schedules & results, for new HQ hardware or software releases, including any locally developed software/solutions. Supporting test engineering resources.

☒

☐

Support the training teams during set up of training plans and provide technical or pre-sales training directly to the team when required.

☒

☐

Contributes & collaborates with direct and indirect teams within the business as needed on key business topics.

☒

☐

Monitor & progress the closure of escalated Fault Record’s, product requests or similar tickets

☒

☐

Handling of support requests in assistance with the technical SME’s, arriving via Service Now, or other queues to the software team via 3^rd level escalations, or directly if required, including any technical dependencies.

☒

☐

Occasional support to Field Service Staff and projects delivery teams

☐

☒

Accurate reporting within internal time management systems, including 100% effort registration.

☒

☐

Support the market introduction process by assisting with delivery of new and end of life processes throughout the regional team.

☐

☒

Develop solutions design documentation to support customer acceptance, and internal development.

☒

☐

Main peers and contact points (internal & external) optional

1

Project Managers, Sponsors & Co-ordinators

2

Sales, Sales-Support & Account Managers

3

Customers

4

SKIDATA HQ Colleagues (Product Management or others as needed).

5

Service Managers

6

Suppliers

7

Auxiliary Process Colleagues

Qualifications and Experience

Education and background:

• University degree or equivalent tertiary level of education in computer science or similar fields of IT.
• Some exposure within a similar industry (access control, security,

people access, or similar) beneficial, but not mandatory.

Years of experience:

• At least 2 years’ working experience around similar tasks and responsibilities sought after.

Skills and Knowledge (functional and methodical)

• Some work experience in the focus area of pre-sales, solution design, documentation & validation of solutions to customer use cases and requirements.
• Ability to write supporting documentation.
• Some knowledge of SKIDATA products and solutions beneficial, but not mandatory when starting in the industry. SKIDATA hardware & software solutions training will be provided on the job for relevant products and solutions.
• Capable to document requirements and specifications.
• Experience with using common best practice software tools including JIRA or other best practice testing tools.
• Prepared & motivated to gain/learn a good understanding of the capabilities of SKIDATA hardware & software products & offerings.
• Solution Orientated, customer focused & must have a consultative approach.
• Intermediate knowledge with the MS Office suite of software, including Teams, Visio & Excel.
• Some basic knowledge in working with Service management systems, e.g. Service Now, JIRA.
• Ability to work on a pre-determined schedule with good time management skills.
• Some understanding on design and implementation of system integrations incorporating APIs (REST, SOAP or similar).
• Some exposure with hardware integration design (PLC, I/O, different types of relay hardware or

similar).

Languages

English fluent (Written & Verbal)

Social and Personal Competences

• Professional appearance (especially towards clients)
• Proactive and enthusiastic personality, with willingness to learn and participate
• Ability to communicate effectively
• Demonstration of commitment to our SKIDATA Values
• Well organised and ability to prioritise workload
• Completion of required responsibilities in a timely/accurate manner
• Co-operative, displays a positive ‘can do’ attitude working as a ‘team player’
• Solution and outcome orientated

• Comprehension of customers’ demands & concerns
• Ability to multitask combined with the ability to resolve issues presented
• Ability to work in a multi-cultural environment

Travel frequency

Mainly an office-based position, based in the Melbourne office, although some minimal, approx. 10% travel local or interstate for various reasons may be required, for team-events / meetings in state

offices, customer visits or for projects when required.