SUMMARY: The Intelligent Site Management (ISM) Sales Engineer is responsible for providing technical guidance, design advice, and general pre and post-sales customer support to sales. The ISM Sales Engineer also tests new integrations. This person has high visibility to the customer, assists with meeting preparation, performs training and supports First Office Applications (FOA).
ACCOUNTABILITIES:
- SME for customers and sales
- Manage customer trials
- Customer education, training, and documentation
- Address challenging customer field applications
- Support Engineering with validation testing
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Serve as Subject Matter Expert (SME) for all ISM products, features, and competitive solutions
- Conduct customer training (remote and on-site) and prepare technical presentations
- Collaborate with Sales teams to identify opportunities and respond to RFQs/RFPs
- Communicate product requirements to Product Management and track customer requests
- Verify interoperability with third-party systems and document trial results
- Manage customer deployments, including site readiness and installation procedures
- Create field documentation and train installation personnel
- Resolve customer escalations and advocate the customer needs with Engineering
- Confirm interoperability with 3rd party devices and systems
- Create and maintain field deployment documentation to continuously improve installation processes
- Manage customer escalations to ensure positive customer outcomes.
- Performs other duties as assigned
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required.
- Bachelor of Science Engineering Electrical Engineering (BSEE)
- 3 plus years field installation experience
- A passion for delivering a premier customer experience
- Strong customer service orientation
- Excellent communication, presentation, and documentation skills
- Understanding of network architectures (LAN/WAN, Fiber Transport, VPN, firewalls)
- Protocol knowledge: IPv4/v6, NAT/PAT, TCP/UDP, IPSEC, OpenVPN, SNMP, MQTT, RADIUS, TACSACS, DHCP, DNS, SSH/SFTP, HTTPs, NTP, TL1, ModBus, IEEE-568, RS232, RS485 and RS422
- Experience with telecom site management
- Ability to communicate complex procedures to technicians in a concise, clear and simple manner
PHYSICAL DEMANDS: The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Required to sit, stand, bend and walk regularly; lift and/or move up to 50 pounds
- Visual and auditory ability sufficient for written and verbal communication
- The noise level in the work environment is usually moderate
- Travel up to 50%
Salary Range: $100,000 - $125,000 , Commission: $20,000
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