Professional Services Engineer

at  FARONICS

Position Details
Faronics Corporation has an immediate opening for a Professional Services Engineer to join our team in Vancouver.
Founded in 1996, Faronics is headquartered in Vancouver, British Columbia and is a privately-held company with nearly 30,000 unique customers using over 10 million licenses in over 150 countries. Faronics has a history of providing excellent value to customers, selling direct and through channel partners to enhance existing relationships, local presence, and value-added services.
Faronics’ security solutions protect endpoints worldwide. Our solutions include Cloud Console, Mobile Device Management, Anti-Virus, Anti-Malware, and Reboot-to-Restore.

SUMMARY:

The Professional Services group takes the lead in working with customers to ensure the successful deployment and ongoing success of customers using Faronics products in their environment.

QUALIFICATIONS & EXPERIENCE:

5+ years’ experience in an enterprise support environment including management of projects including rollout of new software and services.
Intimate knowledge of Microsoft Windows, macOS, Android, and iOS devices.
Experience with managing critical and complex situations or incidents.
A positive and constructive minded team player.
Account management experience and/or direct customer engagement responsibility.
Experience in managing projects from inception to completion.
Interested applicants should forward their resume, cover letter, and references to hr@faronics.com via email. While we appreciate the interest of all applicants only applicants selected for an interview will be contacted

Ensure customer satisfaction with Faronics Products by developing a long term relationship with customers.
Organize regular status review meetings with customers.
Be the ambassador for Faronics with the customer and an advocate for clients within the company.
Escalate and drive customers’ technical support, service, and product issues to a satisfactory conclusion.
Provide information and recommend best practices for the management of Faronics products.
Execute and lead the deployment of Faronics Services in the customers environment.
Proactively monitor for technical issues impacting Faronics products at customer sites and make recommendations to reduce the risk/impact of similar future problems.
Maintain and expand working knowledge of current and pre-released Faronics systems and products, as well as their integration and methods of support delivery.
Skill Set
Outstanding written and verbal communication in the English language. Fluency in other languages is an asset.
Superb customer service skills.
Exceptional Time Management skills.
Strong analytical and troubleshooting skills.
Quick to adapt to changing situations and an “out of the box” thinker.