Technical Services Specialist - EMEA

At Axis, great ideas have a way of becoming great products and solutions. We are a fast growing and innovative IT company with a global footprint. We are proud of our joyful, cooperative working environment, where we work closely with our co-workers and with a dedication to making a difference. As the global market leader in network video, Axis is driving the industry by continually launching innovative network products based on an open platform - delivering high value to customers.



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, as well as being self-reliant and pro-active.

In this specific TSS position, the current main focus is on our software for Analytics, such as people counting or object identification and their use in Axis' solutions. As a TSS you also keep up with other Axis solutions and products, however not on a specialized level, and for the purpose of being able to back-up or step into other product areas as needed from time to time.

In your area of specialization, you build a deeper knowledge than any other role in the team and represent the TS EMEA team in champion meetings for example. Your role is furthermore to build and share competence that improves quality and efficiency in the customer handling and troubleshooting process. This includes arranging training for the team as an example, but also through the day-to-day work when you assist the support engineers, both in terms of technical questions and customer treatment. The aim is to train the TSEs to be able to solve most of the cases relating to Axis Anaytics. For cases that potentially shall be escalated to PS, the TSS scans the TSS queue and handle pre-escalations form TSEs. The TSS is also supporting and coordinating the TSEs that are 'subject matter experts' in Analytics solutions.

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
* Work with support engineers to give advice on difficult support cases and sometimes 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.



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.



In addition, you have/are:

* Good and proven knowledge of computer software and hardware technology and specifically computer network technologies
* Good technical-analytical skills for troubleshooting
* An excellent communicator / "Lyhörd" to our customers
* You are proactive and driven
* Fluent in English, written and spoken



Besides having a technical foundation, you need to have a high sense of customer care, we also highly value an ability to listen and to communicate in an appropriate and relevant way with other people whether internally or with external customers.



TECHNICAL SERVICES TEAM
The Technical Services team is responsible for the support in EMEA, which in our case is split in the regions Middle Europe, Southern Europe, Northern Europe, Eastern Europe, and Middle East/Africa. All functions are in Lund, Sweden and we're currently a team of around 50 people. This role will report to the Technical Services Manager for EMEA.

WHAT AXIS CAN DO FOR YOU?
Axis can offer you a young, dynamic and multicultural environment, with on the edge technology and a highly valuated brand. We are the world leader in network video and as a Technical Services Engineer you will play an important role in the organization, influencing our customers' total experience of Axis products. 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?