Plans and directs all aspects of an organization's technical customer support policies, objectives, and initiatives.
Responsible for the overall satisfaction of customers. Coordinates with directors in establishing direction and initiatives for the department, and ensures those align with greater organizational direction and objectives.
Job Title | Job Description | |
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1 | Entry Sales Engineer | The Entry Sales Engineer assesses potential application of company products or services and offers solutions that meet customer needs. Generates new business and ensures growth of existing accounts. Being an Entry Sales Engineer provides technical training to clients and communicates customer feedback for future product developments. Researches and presents reports showing potential customers the cost benefit of purchasing company products or services. In addition, Entry Sales Engineer uses technical knowledge of product offerings to support and build sales. Requires a bachelor's degree in area of specialty. Typically reports to a supervisor or manager. Working as an Entry Sales Engineer typically requires 0-2 years of related experience. Works on projects/matters of limited complexity in a support role. Work is closely managed. |
2 | Expert/Consultant Level Sales Engineer | The Expert/Consultant Level Sales Engineer assesses potential application of company products or services and offers solutions that meet customer needs. Generates new business and ensures growth of existing accounts. Being an Expert/Consultant Level Sales Engineer provides technical training to clients and communicates customer feedback for future product developments. Researches and presents reports showing potential customers the cost benefit of purchasing company products or services. In addition, Expert/Consultant Level Sales Engineer uses technical knowledge of product offerings to support and build sales. Requires a bachelor's degree in area of specialty. Typically reports to a manager or head of a unit/department. Working as an Expert/Consultant Level Sales Engineer typically requires 10+ years of related experience. Works on advanced, complex technical projects or business issues requiring state of the art technical or industry knowledge. Works autonomously. Goals are generally communicated in "solution" or project goal terms. May provide a leadership role for the work group through knowledge in the area of specialization. |
3 | Specialist Sales Engineer | The Specialist Sales Engineer assesses potential application of company products or services and offers solutions that meet customer needs. Generates new business and ensures growth of existing accounts. Being a Specialist Sales Engineer provides technical training to clients and communicates customer feedback for future product developments. Researches and presents reports showing potential customers the cost benefit of purchasing company products or services. In addition, Specialist Sales Engineer uses technical knowledge of product offerings to support and build sales. Requires a bachelor's degree in area of specialty. Typically reports to a manager or head of a unit/department. Working as a Specialist Sales Engineer typically requires 7+ years of related experience. A specialist on complex technical and business matters. Work is highly independent. May assume a team lead role for the work group. |
4 | Intermediate Sales Engineer | The Intermediate Sales Engineer assesses potential application of company products or services and offers solutions that meet customer needs. Generates new business and ensures growth of existing accounts. Being an Intermediate Sales Engineer provides technical training to clients and communicates customer feedback for future product developments. Researches and presents reports showing potential customers the cost benefit of purchasing company products or services. In addition, Intermediate Sales Engineer uses technical knowledge of product offerings to support and build sales. Requires a bachelor's degree in area of specialty. Typically reports to a supervisor or manager. Working as an Intermediate Sales Engineer typically requires 2 to 4 years of related experience. Gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. |
5 | Office Operations Supervisor | The Office Operations Supervisor implements procedures and policies for all administrative activities. Oversees and manages the daily activities of office staff to ensure efficient operations, service delivery and expense control. Being an Office Operations Supervisor oversees the selection of vendors and the purchase of office equipment and supplies. Typically manages record-keeping, document preparation, mail distribution, reception, bill or invoice processing, maintenance services, technical support, project coordination/scheduling, and other related internal operations. In addition, Office Operations Supervisor coordinates resources to troubleshoot, determine the best solutions, and solve problems. Tracks and analyzes operational costs and monitors budget. Recruits, trains, and coaches office staff to achieve optimal performance. May require a bachelor's degree. Typically reports to a manager. The Office Operations Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Working as an Office Operations Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. |
Skills | Proficiency Level |
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Business Acumen | Level 3 |
Key Performance Indicators (KPI) | Level 4 |
Customer Relationship Management | Level 5 |