Provides field technical support to customers by serving as the primary technical interface for TechData products, solutions, and services. Performs a variety of product, and technical support functions which include research and resolution of pre-sales technical and process related issues. Such activities may include the following as well as other duties as assigned:
Stays current with vendor-specific technical certifications in order to make appropriate recommendations to resellers on the configuration and design of system solutions. Promotes product awareness, provides pre-sales technical support including phone support, system diagrams, proposals, and training in order to grow the sales of a funding vendor's product line.
Provides technical solutions and configuration design expertise to customers and sales on specified product line(s). Uses independent judgement and discretion in making solution recommendations. No second-level review occurs. Provides phone support in accordance with Key Performance Indicators (KPIs). Provides sales/marketing support to increase vendor and product awareness. Provides technical presentations/training to sales, support, and customers. Participates in departmental projects in leadership/ownership role. Reports on key metrics as designated by product line(s) of responsibility and distributes monthly update to SE Manager, Product Marketing Team, and vendor representative(s). Logs customer calls. Places orders for customers in accordance with Tech Data's pricing guidelines. Updates Tech Data's systems and tools with accurate technical data on specific product line(s). Provides technical and non-technical input to team members, project leaders, and management, as appropriate. Develops and obtain approval on Quarterly Vendor Objectives (QVO) document which states goals and objectives to support vendor's marketing strategy to grow sales. Develops tactical plan and perform associated duties necessary to support QVO. Travels to perform and receive training, attend trade shows and other marketing events. Participates in trade shows, seminars, trainings, and other marketing events. Attends scheduled Marketing Team meetings. Seeks and participates in cross-training activities. Perform other duties and responsibilities deemed necessary by Systems Engineering Management or Team Lead.
Job Level Specifications:
Thorough knowledge and frequent application of technical standards, principles, concepts and techniques.
Develops solutions to a wide variety of problem and works on projects requiring evaluation and analysis. Applies technical knowledge, concepts or theories when determining which solutions are best applied.
Work is performed independently requiring judgment and discretion. May receive limited guidance for new assignments. Work may be reviewed for overall technical adequacy.
Interacts mostly with external company contacts. May represents department across organization or externally on projects.
Actions impact the completion of milestones within a project. Failure to accomplish work or erroneous decisions may result in delays to portions of a project and allocation of additional resources to remedy.
3-5 years with bachelor's or equivalent combination of formal education and directly related experience. 1-3 years with master's
Bachelor's degree or equivalent technical education
May be required to travel 50% of the time
Frequently represents organization as a prime technical contact on projects or contracts. Interacts with external professionals on significant technical matters requiring coordination between organizations.