Service Provider Senior Sales Engineer

Telecom applications support role for existing and new customers/prospects. Supports and trains account management team to retain, service, and grow existing business relationships. Supports sales team to acquire and close new business. 

 

 

I. ESSENTIAL JOB FUNCTIONS

 

A. Customer Service

1.  Deliver 5 Star Customer Service to internal and external customers.

2.  Seek to understand customers? needs.

3.  Mutually agree on your customer?s requirements and performance expectations.

4.  Ensure your performance meets and exceeds your customer?s expectations.DesignSupport sales team in pre-sale network design, systems integration, and applications requirements.Prepare and conduct customer presentations on Pac-West product specifications, features, & design.Support account management team in planning & designing technical ICB product solutions for existing customers.Manage technical ICB?s within the PW organization to ensure timelines are met, requirements are understood, and customers are given status/progress regularly.Use customer application knowledge to participate and lead new product development brainstorming with product/network development teams.

 TrainingLead the development, planning, and execution of new hire training for existing products, procedures, systems, culture, and processes use by the SP team to acquire new customers or service existing ones.Lead the development, planning, and execution of quarterly training sessions to the SP team on legacy and upcoming telecom technologies (at least 1 per quarter).Develop, plan, and conduct training sessions at customer sites to support their needs for telecom technology training (at least 5 per quarter). D.  Product and Systems Knowledge1.  Develop and maintain a thorough knowledge of all of Pac-West?s products/services; network topology and initiatives; billing and other PW support systems; and all company/department policies, procedures, and processes.Maintain up to date working knowledge and library of reference materials on telecom industry technology.Maintain up to date knowledge and library of reference materials on PW network features & design.

 

II.  SKILLS/JOB KNOWLEDGE

 

A. Skills/Job Knowledge

 

1.  At least five years experience of sales engineering in a technical environment.

2.  Strong creative problem-solving and analysis skills needed.

3.  Proven ability to exceed client satisfaction, retention, and growth goals.

4.  Strong applied knowledge in telecommunications industry

5.  High level knowledge of Telecommunications technologies and protocols

6.  Strength in persuasive written and verbal communication.

7.  Ability to work independently and with minimal supervision

8.  Ability to manage customer conflict to resolution

9.  Proficiency in Visio, Microsoft Word, Excel, Power Point, Access.

10.  Team lead or supervisory experience preferred

 

B. Education

 

1.  Bachelor?s degree in Business, Computer Science, Engineering or related field and/or equivalent education and experience required.

2.  Cisco Design Certification preferred.

 

III.  PERFORMANCE STANDARDS

 

  A.  All Areas of Responsibility

 Perform all work in a timely, accurate and efficient manner.Follow company and departmental policies and procedures.Promote and deliver company?s 5 Star Customer Service philosophy through fostering positive partnership with customers and ensuring superior service.Establish strong working relationships with all Pac-West departments, management, and staff paying particular attention to SP teams, new product development and RD&T staff activities.Act as primary account servicing liason when assigned.Lead and participate in company improvement projects as assigned.Lead and participate in ESAT visits to customer sites.Participate in planning and strategy for trade show and other industry related events.