Sr. Technical Services Engineer

The Senior Technical Services Engineer (“Consultant”) will act as a team leader to the Technical Services (TSR) group including overseeing all personnel within the TSR group and creating and overseeing departmental policies, training, scheduling, and assisting customers and services employees as necessary. This position works closely with the Research & Development team as well as Technical Support and Professional Services groups. This position is expected to perform deployment architecture analysis, software installation, data migration/conversion, system integration, programming, technical needs analysis, technical training and consulting, report writing both on-site and off-site for the customer for all of the Pilgrim products in all of the different platforms and databases as supported by Pilgrim Software, Inc. This position will also be indirectly responsible in maintaining active contact with customers to ensure that the system in place is working appropriately from a technical and functionality perspective.  The Senior Technical Services Engineer will report directly to the VP of Services.

Principal Duties

                Each job duty is followed by the approximate percentage of time dedicated to each element.

·         Oversee technical services resources to ensure the appropriate resources are allocated efficiently and effectively to a project/a delivery

·         Oversee departmental planning, policies, training, scheduling

·         Provide planning, scheduling and management of technical projects as assigned. The Consultant will be expected to appropriately plan, schedule resources and manage the project execution to its completion.

·         Effectively guide junior members assigned specific project tasks allocated for the project.

·         Oversee Installation activities and ensure projects are completed, delivered and supported

·         Execute on the delivery of all technical services listed in the statement of work and during the hand-over meeting from Professional Services (PRS) and Sales. Provide consulting services to the assigned projects as required including product functional/technical consulting, engineering analysis, customization requirements, product installation, data conversion/migration requirements at both customer and Pilgrim sites

·         Coordinate work activities as they relate to a specific technical/functional delivery within the project as assigned. Oversee scheduling of technical resources for technical projects requiring specific expertise

·         Escalate any issues that cannot be immediately resolved to the appropriate Engagement Manager in charge of the project

·         Assist PRS in preparing a quote for the services requested by the customer. Provide estimation/quote to all potential Technical projects

·         Ensure that appropriate reports are written for all the appropriate deliverables.

·         Provide Technical Product training to customers as required on the modules that the Consultant is certified in

·         Continue to improve knowledge of Pilgrim’s products, quality standards, industry and technology to better serve the internal and external customers 

·         Proactively improve one’s productivity and quality

·         Participate in refresher training classes to renew certification and new training classes for new products, quality standards, industry and technology

·         Provide product and industry training to company employees as assigned

·      Works closely with Research and Development to coordinate new product releases, administer beta programs, collaborate on application issues, and communicate any relevant application issues to clients.

·      Works with Professional Services (PRS) on functional requirements, user acceptance and ensuring that customer projects are delivered as required for Technical projects managed by the TSR organization.

·      Works with Product Management on OEM integration requirements

·      Other tasks related to the department, such as special projects or research, will be completed as assigned.

Decision Making

a)       Designate a technical resource to be responsible for implementing a specific installation or deployment activity

b)       Use quickest and most efficient customer service measures to resolve any customer grievances that may occur. 

c)       Establish the goals to be achieved within the department.

d)       Creates new policies for the department as necessary.

e)       Approves or reject any documentation produced for or related to Technical Services and Technical Consulting.

              Minimum Skill and Experience Requirement

                The individual must have experience and possess strong skills in the following:

Optimum Skills or Background

Knowledge of or experience with the following will lead to job success: