Technical Product Support #025

Develops business strategy and provides direction for technical product support function. Manages a team responsible for resolving customer technical problems with enterprise’s products, developing the technical related responses for Requests for Quotes (RFQs), working with sales team to address technical product issues, and delivering and installing new software releases to customers and providing post-sales technical product support to customers.

Responsible for managing the technical interface to customers, including RFQ specification reviews, hands-on testing and modeling and interfacing with development and engineering for systems design work at customer sites. Responsible for building and maintaining relationships that can be leveraged to support the achievement of business objectives.

Dimensions Education:

Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or other related field. Or equivalent work experience.

Experience:

A minimum of 7 years of high-tech industry and/or IT work experience in product engineering, development and support functions. Experience with managing teams and projects in multiple technological and business environments.

Breadth:

Middle level management. Works under general direction of senior level management. Typically manages and mentors supervisors, project leads and/or technical staff. Works on multiple, complex issues/projects as a technical leader and the subject matter expert. Frequently reports to a corporate senior level software development executive, research and development executive, sales executive or Chief Technology Officer.

JOB FAMILY: TECHNICAL PRODUCT SUPPORT

Responsible for providing post-sales technical product support. This includes, but is not limited to, analyzing customers’ business needs and developing technical requirements, preparing technical responses to Requests for Quotes (RFQs), configuring integrated solutions to meet customer needs and implementing client solutions. May act as a primary point of contact between customer’s technical staff and the enterprise’s development/ engineering organization. Serves as technical consultant to the sales team and must have a broad knowledge of multiple computer environments, platforms and technologies and in-depth knowledge of the enterprise’s products.

Dimensions Education:

Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.

Experience:

A minimum of 4 years of high-tech industry and/or IT work experience in product engineering, development and/or support functions.

Complexity:

Intermediate professional level role. Works independently or on multiple projects as a project team member, occasionally as a project leader. Works on small to large, complex issues/projects that require increased skill in multiple technical environments and knowledge of one or more specific technical products. May coach more junior staff.

Responsible for providing post-sales technical product support. This includes, but is not limited to coordinating the resolution of customer problems, maintaining and installing applications/solutions, performing bug

verification, release testing and beta support for one or more products. May work at the customer site to design

and install applications. Must have knowledge of one or more of the enterprise’s products and familiarity of multiple applications.

Dimensions Education:

Associate’s or Bachelor’s Degree or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.

Experience:

0 to 1 year of related high-tech industry and/or IT work experience.

Complexity:

Learner/entry level role. Provides technical product support to one or more product(s) of low to medium complexity. Functions, somewhat independently, under general direction of more senior technical product support staff, supervisors or managers. Generally follows documented procedures and checklistpp