Technical Sales Support Executive at Suetech Business Systems Limited

Job Mission 

• Providing technical expertise and support to the sales team, ensuring effective promotion and sales of our ICT solutions. By understanding customer needs, delivering compelling presentations, and providing timely technical support, you will contribute to the achievement of sales targets and customer satisfaction.
•  Reporting into Sales Lead-Suetech Business Systems Ltd 

  Key Responsibilities

 Technical 

•  Machine maintenance, upgrades and repairs 
•  Troubleshooting whenever necessary to ensure the machines run seamlessly 
•  Running diagnosis and doing mechanical and electrical repair work on the hardware
•  Preparing technical and commercial proposals
•  Software and Operating System installations
•  Repairing or replacing faulty equipment
•  Cleaning and maintaining the tools you work with
•  Identify computer or network equipment shortages and place orders when necessary

Customer Support

•  Sell technical solutions to the customer with professionalism and enthusiasm. Address and respond to prospect requests and product enhancements as needed.
•  Interface with the Sales team, articulating customer requirement, to ensure smooth transition from sale to delivery.
•  Develop long-term relationships with clients, through managing and interpreting their requirements.
•  Managing and resolving all client complaints related to Products / inquiries / services to satisfactory.
•  Keeping customers up-to-date with product-related information 
•  Preparing technical and commercial proposals
•  Assist with answering technical questions or concerns during the sales process
•  Acquire end user feedback and product ideas for feedback on product development.
•  Ensure the client technical issues are resolved without delay
•  Keep clear records of technical issues and feedback from active client accounts
•  Attending clarification meetings with clients when required. 
•  Communicating & Coordinating warranty issues accordingly
•  Establishing productive vendor relations to ensure quality of service to customers 
•  Undergoing product trainings & certifications by vendors

Presales 

•  Analyze market segment and generate recommendations for product roadmaps
•  Engage with clients to develop trusted technology advisor relationships with key decision makers.
•  Assess customer met and unmet needs and recommend optimum solution.
•  Assess the functional and technical requirements related to integration projects.
•  Attending relevant internal and external product training and meetings
•  Meeting all reporting deadlines with accuracy.
•  Maintaining and developing own knowledge of Suetech and vendor product portfolio

Key Relationships

•   Director
•  PA & Admin Lead
•  Sales Lead
•  Sales team
•  Tech Interns
•  Accountant/Finance Lead

  KPIs to measure success.

•  Customer Satisfaction: Ensuring high levels of customer satisfaction through prompt and effective technical support.
•  Sales Support Efficiency: Providing timely and accurate technical support to the sales team, resulting in increased sales productivity.
•  Product Knowledge: Demonstrating a deep understanding of our products and solutions, and effectively communicating their value proposition.
•  Team Collaboration: Actively collaborating with the sales team and technical teams to ensure smooth project implementation and customer satisfaction.
•  Market Insights: Providing valuable market insights and competitive intelligence to the sales team for informed decision-making.

 Qualifications and Experience

  Pertinent Skills Required

•  Bachelor’s degree in Computer Science/ Information Systems/ Business Administration / BBIT/Engineering compounded with strong ICT skills.
•  Minimum of Three years’ relevant experience in Technical Sales Support role preferably in an ICT Solutions oriented environment.
•  Experience as a Technical Sales Executive, Technical Sales Representative, or a similar position in the Sales department.
•  A deep technical curiosity for how IT systems work in a business context.
•  The successful candidate must have a fundamental breadth of technical knowledge in routing and switching with experience in installation, maintaining, and configuring networking infrastructure etc.
•  Knowledge in implementing, operating, troubleshooting, and configuring IP networks.

Other Skills Needed

•  Strives in moving in a fast-paced environment; including handling multiple calls/demos per day with immediate follow up.
•  Entrepreneurial -driven need for success, highly energetic with a strong hands-on, “can do” approach.
•  A high level of business acumen and experience, bringing technology solutions to solve business challenges.
•  Attention to detail, plus analytical and problem-solving capabilities. 
•  Excellent communication and presentation skills with an ability to present technical solutions concisely and to interact with users and decision-makers.
•  Passion for diving into technical issues and solving customer problems.
•  Ability to learn new concepts, technologies, and solve problems.
•  Positive, service-oriented personality.
•  Smart, adaptable and open-minded.
•  Strong negotiation skills.
•  Ability follow-through on client contracts.
•  Ability to multitask and manage more than one client account.
•  Strong problem-solving skills.