Technical Services Specialist (E2E) - EMEA

Do you want to work closer to the customer?

Do you want to build technical expertise that is transformed into world-class customer support?

Do you want to be part of a diverse and committed technical services team with daily international contacts with customers and colleagues in the sales regions?



WHAT IS TECHNICAL SERVICES EMEA?
We're a team of 50 people that focus on helping customers and partners that have bought Axis solutions and now have configuration questions or need help to resolve issues. We help customers maximize the value of their Axis investment. We work in close collaboration with the sales regions and key functions at HQ such as product specialists. We collaborate in a friendly and open atmosphere within the team.

We are now looking for a Technical Services Specialist (TSS) to join this Technical Services team!

This position is located in the city of Lund in the southern part of Sweden, and in close proximity of Malmö and Copenhagen.

WHAT WILL YOU DO
As a TSS you build a broad technical competence around Axis products and solutions, which is put into full benefit for customers by working close to our support engineers and directly with partners and customers.

To be successful in the role, you need to be able to adapt to rapid changes and to take on or change responsibilities related to the quick development of Axis solutions and the Axis organization. Flexibility, balanced and adaptable communication style, and relation building are other key characteristics for the role. A level of business acumen is expected to support our mission to get closer to the business, partners, and colleagues in the local sales regions.

In this specific TSS position, the technical and support focus will be on Axis end-to-end solutions based on the Axis VMS platform AXIS Camera Station (ACS) including the out-of-the box ready hardware recording solutions and network components. Other systems that integrate with ACS, for example body worn systems may become part of the focus for this role.

The TSS role is supportive in finding ways to improve our quality and efficiency of support including customer handling and troubleshooting strategies. This includes arranging training for the team as an example, but also through the day-to-day work when you assist and coach the support engineers, both in terms of technical questions, escalation situations, and customer communication. The TSS role also supporting and coordinating TSEs that are subject matter experts in certain areas and products.

The role may include delivery of certain services and service level agreements directly towards partners and customers.

Other key expectations include:

* Have a customer-oriented way of thinking, which means flexibility to prioritize pressing customer cases over other TSS tasks when needed
* Be a mentor for good customer care and interpersonal communication
* Coach support engineers to give advice on difficult support cases and take on a deeper investigation or case yourself
* Validate and support potential escalations to product specialists
* Nurture a proactive environment by documenting troubleshooting help and conclusions relating to support cases, writing FAQs, producing training and other material, handle introduction and team trainings
* Be available for deeper customer relational or technical discussions with product specialists and sales engineers to be able to help out in prioritizing and solving problems, and to suggest product improvements
* Drive cases that are prioritized by a sales region and manager.

At your disposal, you have the TSS team, a team of product specialists, and all your other technical services colleagues providing you with product specific assistance and general help in the role.

WHO ARE WE LOOKING FOR
We think that you are a service-minded, social, and structured individual that always put Axis customers in the first room. You are open-minded and understand the value of team cooperation and Axis core values.

You have previous experience as a support engineer at Axis or elsewhere, or from a similar role where you have shown an ability to develop a comprehensive technical understanding and knowledge about networked systems and show cased a high customer service behavior.

We're especially interested if you have experience from working with end-to-end IT systems understanding some or all of the different aspects of a solution; hardware, electrics, operating systems (Linux and Microsoft), databases, network infrastructure, servers, and applications.

You need to be fluent in English, written and spoken, and have generally good communication skills; an ability to listen and to communicate in an appropriate and relevant way with other people whether internally or with external customers.

Come join us!

READY TO ACT
Axis is a company realizing the benefits of a diverse workforce. We know that diversity in groups creates a better working environment and promotes creativity, something that is fundamental for our success.

Are you up for the challenge?