MasterControl
  • 14-May-2018 to 13-Jul-2018 (MST)
  • Enterprise Support
  • Basingstoke, GBR
  • Salary
  • Full Time

ABOUT MASTERCONTROL

MasterControl Inc. creates software solutions that enable life science and other regulated companies to deliver life-improving products to more people sooner. MasterControl's integrated solutions accelerate ROI and increase efficiencies by automating and securely managing critical business processes throughout the entire product lifecycle. More than 1,000 companies worldwide, ranging in size from five employees to tens of thousands, rely on MasterControl cloud solutions to automate processes for new product development, clinical, regulatory, quality management, supplier management, manufacturing and post-market surveillance. MasterControl solutions are well-known for being scalable, easy to implement, easy to validate and easy to use. For more information, visit www.mastercontrol.com.

Technical Account Manager (Europe)

Department: Technical Support

Location: Basingstoke, England

JOB SUMMARY:

 The Technical Account Manager provides high-level systems expertise for MasterControl software. This senior level role works with technical support representatives, service consultants, sales operations and other company resources to increase customer satisfaction and loyalty as well as provide advanced troubleshooting and resolutions for customer issues. Technical training and mentoring is a key element of this position both with customer and other internal resources. Provide customer with proactive feedback on software configuration and provide quarterly reports to TAM assigned customers. 

The TAM is also responsible for the identification of software defects and the reporting of such to engineering and providing interim solutions and workarounds when necessary. TAMS work with other internal resources to ensure that issues are resolved in a timely fashion. The TAM must be familiar with a variety of the field's concepts, practices, and procedures. The TAM relies on extensive experience and judgment to plan and accomplish goals and engages with engineering support to resolve escalated issues. The TAM also performs a variety of tasks and special projects including educating and promoting MasterControl features and functions to customers. A certain degree of creativity and latitude is required.

The TAM serves as the primary technical contact for a select group of key customers and is responsible for the technical success of their respective MasterControl software products. The TAM develops and maintains an intimate knowledge of the hardware, software, and network configuration at each site, and maintains an ongoing library of information for each customer's usage and needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Provides senior level expertise and mentoring to members of the technical support team for advanced or escalated customer issues.
• Provides senior level technical support expertise to field services and sales support functions.
• As required, leads cross functional technical teams to resolve serious issues involving key customers.
• Serves as primary technical contact and resource to remote support locations including support partners.
• Performs implementation, migration and forms consulting services as directed either at MasterControl or at customer locations.
• Logs time/issues the time and issue management application.
• Logs defects in the defect tracking tool.
• Updates, maintains reports to customers and internal key contacts.
• Provides backup support to other TAM team members.
• Works directly with Engineering to assure resolution of P1 issues.
• Provides technical training and knowledge transfer for new or complex products.
• As directed, performs special projects within the Services Division.
• Provides to Product Management insight and expertise into enhancing the product to meet customer expectation and improve customer loyalty.
• As requested, provides seminars and WebEx sessions on key system functions and features.
• Provide articles to the newsletter on key customer or technical issues.
• Maintains documentation on customer installations.
• Proactively evaluates customer installations for performance tuning actions.
• Performs customer site visits to evaluate technical success and performance options.
• Other duties as assigned.

PHYSICAL DEMANDS AND WORKING CONDITIONS:
• May work a variety of scheduled hours, as required.
• Some travel required.

KNOWLEDGE, SKILLS, AND ABILITIES:
• Some programming knowledge
• Advanced SQL and Oracle database skills
• Extensive knowledge of MC products
• Extensive knowledge of MC product configuration and best practices
• Excellent customer relationship and advocacy skills.
• Strong relationship skills to work with all internal and external customers
• Thorough knowledge of MasterControl technical support and field services processes
• Understanding of Enterprise networks and impact on MasterControl configurations.
• Understanding of VMWare environments and impact on MasterControl configurations
• Excellent problem determination and problem source identification (PD/PSI) skills.

EDUCATION AND TRAINING:
• Four-year technical degree or equivalent experience is highly preferred.
• Experience with technical support to customers.
• Network and system level troubleshooting and architectural concepts.

MasterControl
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