Field Service Senior Analyst, Technical Support (UK and EU)
Field Service Senior Analyst, Technical Support (UK and EU)
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Salary Not Disclosed
1 Vacancy
Job Description
Our team at Blackline Safety is growing! As a peopledriven technology company with a mission to make sure every worker returns home safely we drive innovation practice resiliency demonstrate leadership go the extra mile for our customers and empower our people to be their best
About Blackline
Blackline Safety is a world leader in the development and manufacturing of wirelessly connected safety products we offer the broadest and most complete portfolio in the industry. We monitor personnel working alone in populated areas indoors within complex facilities and employees operating in the most remote reaches of our planet. Our products are used to keep people safe in the event of falls missed checkins mandowns and exposure to explosive or toxic gas. Our products save lives. Our design marketing customer care sales and production are all performed inhouse at our headquarters in Calgary AB. Blackline Safety is a publicly traded company (TSXV: BLN).
Who you are
You believe in a customerfocused company and want to be part of a team that provides worldclass customer experiences. By Going the extra mile you support your team to produce highquality results to ensure our customers are safe. Innovation is part of your DNA and drives you to find solutions to everyday challenges. You are resilient and do not shy away from new or changing priorities. Your logical approach contributes to meeting our service level by overcoming obstacles quickly and with integrity. You demonstrate leadership with your positive attitude and desire to contribute to Blackline Safetys success in every detail of your day.
What you do
- Plans coordinates and travels to customer locations to assist with technical site planning and problem analysis.
- Distributor/reseller training both inhouse and remotely throughout Europe and the UK.
- Onsite installation and configuration of systems Celfi/Beacons/ Dock installation and associated Blackline product.
- Supporting our European and UK customers with site surveys and deployment of products.
- Provides technical expertise guidance and escalation support to our first level Technical Support Analysts globally.
- Responds to technical support trouble requests pertaining to hardware software firmware and network connectivity to meet department service levels.
- Liaises with the Quality and Engineering teams to highlight and resolve technical product issues.
- Identifies technical problem trends and collaborates with internal teams to validate determine root cause and take corrective action.
- Makes recommendation for product improvements to drive down customer trouble calls based on data from reported cases and feedback from within Blackline.
- On behalf of the technical support team acts as project manager to understand and resolve problems implement corrective steps & procedures and introduce solutions to the Technical Support team.
- Conducts discovery calls with stakeholders relating to concerns with products and prepares professional recommendations for corrective action.
- Supports Blacklines Client Success Managers with customer key accounts to provide technical expertise where needed.
- Collaborate with the Sales Engineering team to answer and resolve complex technical questions and provide priority escalation support.
- Work with Product Management to support the implementation of new products and services within technical support. Acts as an advisor on the initiatives to ensure that the interests of customer care are considered as part of the change management process.
- Identify process improvements for the overall department and makes recommendations for improvements to our tools for troubleshooting
- Keeps accurate records of technical problem investigations within the department CRM (NetSuite) and JIRA tracking system. Provides regular updates to stakeholders on the status of problem resolution.
- Creates professional customer facing reports to explain outcomes of investigations and assists in the customer education process for better understanding of Blackline products.
- Creates content to improve Blacklines public support site and reviews existing content for accuracy.
Skills Experience and Aptitudes:
- Minimum 5 years experience in a senior technical support or technical service capacity
- Technical diploma or degree from a recognized institution
- Demonstrated intermediate to advanced analytical skills and aptitude
- Understand wireless standards and configure wireless devices
- Ability to communicate technical issues to users of various backgrounds professionally using appropriate language for the audience
- Advanced verbal and written business communication skills that are clear concise courteous and professional
- Understand how to support configure manage and troubleshoot connectivity devices
- Intermediate to advanced application of analytics tools (Power BI Tableau etc.) and ability to produce meaningful data
- Intermediate or higher skillset with Microsoft Office tools
- Understanding API and working with authentication and authorization
- Background reading electronic schematics and troubleshooting circuit boards considered an asset
- Experience working with and troubleshooting within a diverse technology portfolio; hardware software telecom networks.
- Gas detection experience or knowledge is considered an asset
- Demonstrated project management and organizational skills
- Detailoriented and thrives in a fastpaced environment
- Proactive in your approach to problem determination and resolution
- Ability to travel globally with clean drivers abstract
- Fluent in written and spoken English.
- French Spanish or other languages would be considered an asset
Job Type: Fulltime
- Remote
Education:
- Technical Diploma/Degree from a recognized institution
Location
- United Kingdom or EU
Travel:
- 5075%
Required Experience:
Senior IC
Employment Type
Full-Time
