• The Customer Implementation Engineer role is responsible for leading and overseeing the onboarding and training of new customers to use the company’s products or services. This role is also responsible for managing the Icolo Service Center smoothly and effectively.

Responsibilities:

Customer Onboarding and Training:

• Organize and partake in onboarding and training of new customers
• Ensure existing customer requirements are managed effectively and in a timely manner
• Assist in developing and implementing best practices for customer implementation
• Collaborate with other departments to ensure customer needs are being met
• Participate in customer pre-sales meetings to better understand and guide customer requirements as and when required.

Technical Support and Escalation:

• Provide technical support to customers and act as a second line escalation point for site engineers
• Participate and assist in testing and commissioning installation for red carpet clients when required
• Serve as a technical interface between the company and customers
• Maintain customer implementation related processes and procedures

Project and Resource Management:

• Assist in the administration and creation of all Customer Implementation Management (CIM) processes
• Allocate vendors and sub-contractors for installation of new equipment based on customer requirements and optimal allocation
• Coordinate sub-contractors and vendors in relation to customer projects/deployments.
• Assist in preparing proposals in relation to customer implementation tasks including technical resources available.  Coordinate and process customer cross connect order forms.

Sales Support and Pricing:

• As needed, provide technical and pricing input into sales proposals to generate appropriate offers.

Reporting and Documentation:

• Keep records of customer interactions and file documents
• Prepare monthly capacity planning and CIM reports

Icolo Service Centre:

• Handle customer complaints, provide appropriate solutions and alternatives within the time frames, and follow up to ensure resolution to customer’s satisfaction.
• Assist in ISC processes and procedures and ensure this function runs effectively
• Assist in ensuring all customer calls and e-mails are logged in the customer portal system
• Assist in coordinating and planning training of staff in the organization on customer care at all iColo existing and upcoming sites.

Special Projects, Future Development & Other:

• Participate in power upgrade projects, new data center projects, and future development as required.
• Take part in training and other learning opportunities to expand knowledge of company and position

Required Skills and Experience:

• 1-3 years of relevant experience in i.e. engineering or similar role
• Strong leadership and communication skills
• Ability to manage and motivate a team
• Strong project management and organizational skills
• Ability to develop and deliver effective training materials
• Engineering Bachelor’s degree
• Technical knowledge of the product or service
• Analytical and problem-solving skills