Head of Customer Engineering

About Customer Engineering

The Customer Engineering team plays a key role in delivering our products to Customers, supporting them through pre-sales and early engagements, bring-up and deployment. Our team has a deep and wide level of expertise in the use of our technology and products, covering the application layer to mmWave RF. We nurture strong sustainable customer relationships and a world class support experience, contributing to product trials and deployments with our partners and customers in various lab and field environments globally. Our three areas of focus are:

• Pre-Sales: We support our Commercial Team in the pre-sales process from early engagement and evaluations with customers to showcasing our products and supporting new System Integrations
• New Product Introduction: We champion the customer's needs within Blu Wireless, working closely with Engineering and Marketing teams to achieve business goals and feed new requirements into the product definition process, and we undertake new product and feature testing, so that we can support our customers in quickly assimilating and deploying these
• Support: We provide a traditional support function, where we triage customer queries, re-produce issues and perform root cause analysis where possible, so that we can document and escalate bugs to the product and development teams for resolution

About the Role

The Head of Customer Engineering is a team leader overseeing a highly capable support and technical account management team, focussed on delivering our mmWave system products into the field. Reporting to the Chief Operating Officer, this is a highly visible leadership role. The role requires direct Customer engagement and management, individual contribution and technical leadership, with a view to building lasting customer relationships.

You will guide the team and be pivotal in our growth by leading the adoption of our products in our expanding customer base. As well as providing line-management to the team, you will be hands-on, involved in multiple projects at any one time.

What is in my remit?

• Be the main interface between the engineering and commercial teams, providing technical expertise to the sales and marketing team
• Technical lead in presales, customer New Product Introduction and system integration activities
• Developing and delivery of proof of concept to customers at their premises ensuring that best performance is demonstrated
• Technical account management and customer requirements capture by attend regular technical calls and customer meetings; this will
• Act as the prime for management of reported customer issues, leading root cause analysis, solution roll-out and defect investigation
• Manage and provide product training to customer
• Be the internal "first customer", undertaking testing of new releases, features and products
• Planning and execution of trade show demos and field deployments
• Work closely with our System Test team to ensure field test infrastructure is optimised
• Provide leadership and manage a team of Field Application Engineers

Job Requirements

Skills, Knowledge & Experience:

• Bachelors or Masters degree or equivalent work experience, and 10+ years in a relevant technical field
• Strong hands on experience in some of: wireless systems, mobility applications, deployment and configuration of network infrastructure
• Ability to define and implement various network topologies across nodes in a network
• Troubleshooting, diagnosis and resolving software, networking, and system related problems
• Good organisational skills, communication skills and problem-solving ability
• Experience in managing relationships with customers and stakeholders
• Describing complex technical details to a range of audiences

Personal Aptitudes:

• Able to lead, manage, motivate and develop a team effectively
• Able to effectively prioritise and execute tasks in a high pressure environment
• Able to interact effectively and confidentially across a broad range of stakeholders from customers and other external bodies and all internal stakeholders
• Resourceful, innovative and able to think through problems
• Empowers others to make decisions and provides a supportive framework in which their team or colleagues can be challenged and developed effectively
• Can demonstrate continuous improvement and development of their skills and professional understanding
• Able to demonstrate quality standards through own and others work