Description:
SKIDATA is the world market leader in access and revenue management, with over 10,000 installations in over 100 countries. We enable the fast and secure access of people and vehicles to ski resorts, stadiums, airports, shopping malls, cities, spa & wellness facilities, trade fairs, and amusement parks.As an international trendsetter in technology, SKIDATA Australasia Pty Ltd offers dedicated employees plenty of opportunities to have an exciting career. Take a look behind the scenes to be surprised: from the innovative hardware and software technology in our gates and readers to our personal company culture – very convincing, both technologically and personally.Brief Summary of the PositionThis role is responsible for application engineering including pre-sales support, technical support to clients, and technical escalations with key activities outlined below within the Solution team. A successful candidate will have a high degree of technical aptitude, a ‘can-do’ attitude, and a curiosity to learn, have a strong problem-solving skillset to work with clients, and internal teams to assist in defining use cases, and present product demos and presentations internally and externally. From an internal perspective, this role will be a key member of the team supporting the Solutions Department with the following responsibilities
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Overview of Role ObjectivesPreparation of design specification documentation in consultation with the solution architects.Assist with maintaining standard documentation templates for the solutions team.Review and testing of solutions, pre-release products, or develop products in a controlled test environment or if practical a real-world situation before provision to internal stakeholders or customers.Assisting with the development/documenting of Testing Plans, Testing Cases for solutions, pre-release products, or developing products for one-off or repeat testing.Preparing training manuals for the users (Customer or internal), and technical or non-technical uses.Documenting customer requirements understood during the pre-sale activities, including review and confirmation from the customer, or engaged sales team member.Assisting with the development of project-specific documentation based on existing templates. E.g., High-level design, proposed design, and as-built documentation.Provide pre-sales support to the sales team, for SKIDATA products and solutions, based on gained product knowledge through testing/familiarisation & ongoing training, including product demonstrations where needed.Run sales or technical product update sessions when required, providing updates on the latest product features, functionality, etc.Assisting and introducing new features, and products into the business following the internal MIP (market introduction process).Provide 3rd-level service order & defect resolution support to the National Operations Centre, Project, or Solutions team. Occasionally, site visits may also be required to provide support.Review & optimise any documented standard operating procedures or processes on an ongoing basis, including management of received feedback.Provide updates & information for projects or tasks taking the lead, upon request from the Senior management team.Ensure efforts are added to the required tools for 100% internal, external & 3rd level support tasks.Assisting with testing of new version SKIDATA software before release to the local technical team for production installation or assist the software development team with any testing &documenting of custom solutions.Assist with setup, configuration &maintenance of internal showroom & testing environments.Creation of any required internal fault records for escalation locally or via the HQ team, including proactive follow-ups and escalation as needed in a timely matter depending on the severity of the reported issue.Creation of any market product requests within the JIRA system.Support the design of solutions incorporating SKIDATA hardware and software. Training and regular upkeep of knowledge required, to understand key integration points of the equipment. i.e. I/O options, interfaces to allow external equipment communication, connectivity with external cards, or long-range reader
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Key Responsibilities, Tasks, and Activities Provide pre-sales support, including documentation of requirements, use cases, standard function, and feature verification support to the sales or other teams.Proactively attain a great degree of knowledge of SKIDATA software & hardware solutions, through training, self-familiarisation, including SWEB cloud, and basic knowledge of internal or publicly available interfaces.Helps create and maintain documents to support understanding and distribution of locally designed solutions. This includes delivering standards, training material, project documentation (supporting only), test cases, or similar topics.Defines use cases together with customer/solutions/sponsor.Provides handover of documented solutions to projects and/or to service teams.Plays a role in defining &documenting standards and templates for the projects & solutions teamsSupports the software team with the management of incoming Software Team Support E-Mails, sales support requests, and licensing requests.Continuous Process &Standards definition/optimisation. Check, optimise, correct & distribute.Curate & maintain detailed test and re-testing plans, schedules & results, for new HQ hardware or software releases, including any locally developed software/solutions and supporting test engineering resources.Support the training teams during the setup of training plans and provide technical or pre-sales training directly to the team when required.Contributes & collaborates with direct and indirect teams within the business as needed on key business topics.Monitor & progress the closure of escalated Fault Records, product requests, or similar tickets.Handling of support requests in assistance with the technical SMEs, arriving via Service Now, or other queues to the software team via 3rd level escalations, or directly if required, including any technical dependencies.Occasional support to Field Service Staff and project delivery teamsAccurate reporting within internal time management systems, including 100% effort registration.Support the market introduction process by assisting with the delivery of new and end-of-life processes throughout the regional team.Develop solutions and design documentation to support customer acceptance and internal developme
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Qualifications and Experience:University degree or equivalent tertiary level of education in computer science or similar fields of IT.Some exposure within a similar industry(access control, security, people access, or similar) is beneficial, but not mandatory.At least 3 years of working experience around similar tasks and responsibilities sought af
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Skills and Knowledge (functional and methodical)Some work experience in the focus area of pre-sales, solution design, documentation & validation of solutions to customer use cases and requirements.Ability to write supporting documentation.Some knowledge of SKIDATA products and solutions beneficial, but not mandatory when starting in the industry. SKIDATA hardware & software solutions training will be provided on the job for relevant products and solutions.Capable of documenting requirements and specifications.Experience with using common best practice software tools including JIRA or other best practice testing tools.Prepared & motivated to gain/learn a good understanding of the capabilities of SKIDATA hardware & software products & offerings.Solution Orientated, customer focused & must have a consultative approach.Intermediate knowledge of the MS Office suite of software, including Teams, Visio &Excel.Some basic knowledge in working with Service management systems, e.g. Service Now, JIRA.Ability to work on a pre-determined schedule with good time management skills.Some understanding of the design and implementation of system integrations incorporating APIs (REST, SOAP, or similar).Some exposure to hardware integration design (PLC, I/O, different types of relay hardware, or simi
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Social and Personal Competences:Professional appearanceProactive and enthusiastic personality, with the willingness to learn and participateAbility to communicate effectivelyDemonstration of commitment to our SKIDATA ValuesWell organised and ability to prioritise workloadCompletion of required responsibilities in a timely/accurate mannerCo-operative, displays a positive ‘can do’ attitude working as a ‘team player’Solution and outcome orie
ntated
15 Mar 2025;
from:
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