System Engineer (CEM Operations) (Singapore) Ref#JB Job
Date: Nov 3, 2012
Location: Asia-Singapore
System Engineer (CEM Operations) (Singapore) Ref#JB-TEK001815
OPCO Description
Thanks to our test, measurement and monitoring solutions, we're helping our customers bring advanced technologies to market. From consumer applications such as Mobile Protocol, CDMA 3G, to solutions for the medical and ATE markets - our work pervades everyday benefit. Tektronix' Network Management Business enables the world's largest network operators build, deploy and manage current and advanced communication networks, including fixed, mobile, IP and converged multi-service networks. These solutions monitor more than 30% of the world's calls and their network diagnostic and performance monitoring solutions are installed in more than 100 carrier and cable networks in over 40 countries.
Description
Overview
Tektronix Communications supplies its Touchpoint and Customer World solutions and a range of CEM consultancy services, to help its Telecoms customers derive maximum benefit from their existing network, customer and service management systems.
Tektronix CEM solutions provide mobile operators with a unique customer Insight, a rich experience discovery and enable them to take proactive Management action based on real time experience events. All of our products deliver a rapid and strong ROI by identifying customer-centric issues ('the experience gap') in real time and enable behavioural segmentation of the customer base, which today is not possible through existing Operational and Business Support Systems (B/OSS).
The realisation of CEM at customer sites requires the implementation of significant product solution programmes by suitably experienced staff. As a result of recent internal advancement, Tektronix has a new requirement for a System Operations Engineer (CEM) within its Singapore office.
The role of System Operations Engineer is a key position in Tektronix, with the Engineer predominantly involved in customer facing activities. Key activities included within the scope of the product solution programmes include:
1. On site product installation
2. Customer requirements gathering
3. Administering and ensuring continuous operation of our solution
4. Liaising with customer personnel
5. Support of on site product installations
6. Problem reporting and tracking
A technical background, specifically related to Mobile Telecoms (GPRS, UMTS, CDMA, TDMA as appropriate) is a mandatory background to this role.
Solid experience of hardware, operating systems, DBMS associated with complex solution implementation, development and support is also required.
Strong, demonstrable customer focused communication and interfacing skills are a requirement of this role.
Objectives of the Role
· Solution implementation in accordance with agreed programme schedule.
· Ensuring customer satisfaction with the solution implementation activities.
· Customer and internal communication.
· Commitment to best practices in solution implementation and deployment.
· Exceptional internal and customer-facing communication and report skills.
· Leading and driving the successful delivery of all customer programme activities
· Ensuring quality, functionally correctness, delivery precision and budgetary objectives
· Team Building amongst both remote and back-office programme personnel.
· Technical participation, support and direction.
Responsibilities:
· Building and maintaining Customer relationships at the project implementation level
· The successful execution of all implementations activities, deployments and professional services
related deliverables.
· Reporting progress and status of project activities to designated technical lead and programme
manager.
· Process & Procedures Compliance within the programme.
· Participate in the definition of project scope, relating to business, functional and technical
requirements
· Agree customer technical commitments and manage the customer relationship.
· Liase with the customer.
· Pro-actively drive customer business domain knowledge transfer to the wider organisation by
producing reports, giving presentations, formal and informal training/ coaching and other methods
where appropriate.
· Producing, tracking and reporting schedules for all Aran programmes. Reporting on risks and
risk management, scheduling and resources.
· Drive the development & enhancement of the programme methodologies over time to ensure
best practices and continuous improvement.
· Establishing and maintaining customer relationships and identifying opportunities for new or
further business.
· Develop product and market strategies in co-operation with the Product management function in
order to develop related business opportunities.
Travel
The role involves significant travel within APAC Nth region (app 30%). It may also be necessary on occasion for the successful applicant to spend extended or frequent periods at the customer local site - eg in Singapore, Thailand, Malaysia, or Hong Kong
Qualifications
The System Operations Engineer will need to have significant experience in managing customers of all profiles and levels in the implementation of major solutions with associated business process changes.
Mandatory
· A minimum of 5 years telecoms experience
· Ability to work on site in with our customer
· Ability to self manage and work on own initiative
· Excellent communication skills and professional manner
· Proven track record in product deployment and support
· Good knowledge of Oracle 10g
· Expert knowledge of GPRS, UMTS
· Excellent Unix scripting, configuration skills, sql queries, data analysis skills
· Good knowledge of Oracle
· Solaris, Linux, and Business Objects knowledge beneficial
· Knowledge of other European languages an advantage, although not mandatory
Skills:
· On site product installation
· Customer requirements gathering
· Administering and ensuring continuous operation of our solution
· Experience in problem solving, analysis and excellent trouble shooting skills
· Unix scripting, configuration skills - Installing new releases
· Complying with Business Cases
· Liaising with senior customer personnel
· Providing User and Admin Training on our solution if required
· Investigating the Telecomms operator's service to customers by using our product and
presenting issues to them
· Analyzing customer data
· Working closely with 3rd party suppliers
· Support of on site product installations
· Problem reporting and tracking
Desireable
To have managed the delivery of both telecoms n-tier applications and Network Element soloutions for customers. Experience in developing new business. The nature of previous roles would be very entrepreneurial in sprirt with a drive to take on challenges and grow the business, to strive for success and to have exceeded expectations.
Danaher Overview
Danaher is a diversified technology leader that designs, manufactures, and markets innovative products and services to professional, medical, industrial, and commercial customers. Our portfolio of premier brands is among the most highly recognized in each of the markets we serve. Danaher's portfolio is comprised of five reporting segments: Test & Measurement; Environmental; Life Sciences & Diagnostics; Dental; and Industrial Technologies. Driven by a foundation provided by the Danaher Business System, Danaher's 48,000 associates serve customers in more than 125 countries and generated $13.2 billion of revenue in 2010.
Organization: Tektronix Communications
Job Function: Engineering
Primary Location: Asia-Singapore
Schedule: Full-time
OPCO Description
Thanks to our test, measurement and monitoring solutions, we're helping our customers bring advanced technologies to market. From consumer applications such as Mobile Protocol, CDMA 3G, to solutions for the medical and ATE markets - our work pervades everyday benefit. Tektronix' Network Management Business enables the world's largest network operators build, deploy and manage current and advanced communication networks, including fixed, mobile, IP and converged multi-service networks. These solutions monitor more than 30% of the world's calls and their network diagnostic and performance monitoring solutions are installed in more than 100 carrier and cable networks in over 40 countries.
Description
Overview
Tektronix Communications supplies its Touchpoint and Customer World solutions and a range of CEM consultancy services, to help its Telecoms customers derive maximum benefit from their existing network, customer and service management systems.
Tektronix CEM solutions provide mobile operators with a unique customer Insight, a rich experience discovery and enable them to take proactive Management action based on real time experience events. All of our products deliver a rapid and strong ROI by identifying customer-centric issues ('the experience gap') in real time and enable behavioural segmentation of the customer base, which today is not possible through existing Operational and Business Support Systems (B/OSS).
The realisation of CEM at customer sites requires the implementation of significant product solution programmes by suitably experienced staff. As a result of recent internal advancement, Tektronix has a new requirement for a System Operations Engineer (CEM) within its Singapore office.
The role of System Operations Engineer is a key position in Tektronix, with the Engineer predominantly involved in customer facing activities. Key activities included within the scope of the product solution programmes include:
1. On site product installation
2. Customer requirements gathering
3. Administering and ensuring continuous operation of our solution
4. Liaising with customer personnel
5. Support of on site product installations
6. Problem reporting and tracking
A technical background, specifically related to Mobile Telecoms (GPRS, UMTS, CDMA, TDMA as appropriate) is a mandatory background to this role.
Solid experience of hardware, operating systems, DBMS associated with complex solution implementation, development and support is also required.
Strong, demonstrable customer focused communication and interfacing skills are a requirement of this role.
Objectives of the Role
· Solution implementation in accordance with agreed programme schedule.
· Ensuring customer satisfaction with the solution implementation activities.
· Customer and internal communication.
· Commitment to best practices in solution implementation and deployment.
· Exceptional internal and customer-facing communication and report skills.
· Leading and driving the successful delivery of all customer programme activities
· Ensuring quality, functionally correctness, delivery precision and budgetary objectives
· Team Building amongst both remote and back-office programme personnel.
· Technical participation, support and direction.
Responsibilities:
· Building and maintaining Customer relationships at the project implementation level
· The successful execution of all implementations activities, deployments and professional services
related deliverables.
· Reporting progress and status of project activities to designated technical lead and programme
manager.
· Process & Procedures Compliance within the programme.
· Participate in the definition of project scope, relating to business, functional and technical
requirements
· Agree customer technical commitments and manage the customer relationship.
· Liase with the customer.
· Pro-actively drive customer business domain knowledge transfer to the wider organisation by
producing reports, giving presentations, formal and informal training/ coaching and other methods
where appropriate.
· Producing, tracking and reporting schedules for all Aran programmes. Reporting on risks and
risk management, scheduling and resources.
· Drive the development & enhancement of the programme methodologies over time to ensure
best practices and continuous improvement.
· Establishing and maintaining customer relationships and identifying opportunities for new or
further business.
· Develop product and market strategies in co-operation with the Product management function in
order to develop related business opportunities.
Travel
The role involves significant travel within APAC Nth region (app 30%). It may also be necessary on occasion for the successful applicant to spend extended or frequent periods at the customer local site - eg in Singapore, Thailand, Malaysia, or Hong Kong
Qualifications
The System Operations Engineer will need to have significant experience in managing customers of all profiles and levels in the implementation of major solutions with associated business process changes.
Mandatory
· A minimum of 5 years telecoms experience
· Ability to work on site in with our customer
· Ability to self manage and work on own initiative
· Excellent communication skills and professional manner
· Proven track record in product deployment and support
· Good knowledge of Oracle 10g
· Expert knowledge of GPRS, UMTS
· Excellent Unix scripting, configuration skills, sql queries, data analysis skills
· Good knowledge of Oracle
· Solaris, Linux, and Business Objects knowledge beneficial
· Knowledge of other European languages an advantage, although not mandatory
Skills:
· On site product installation
· Customer requirements gathering
· Administering and ensuring continuous operation of our solution
· Experience in problem solving, analysis and excellent trouble shooting skills
· Unix scripting, configuration skills - Installing new releases
· Complying with Business Cases
· Liaising with senior customer personnel
· Providing User and Admin Training on our solution if required
· Investigating the Telecomms operator's service to customers by using our product and
presenting issues to them
· Analyzing customer data
· Working closely with 3rd party suppliers
· Support of on site product installations
· Problem reporting and tracking
Desireable
To have managed the delivery of both telecoms n-tier applications and Network Element soloutions for customers. Experience in developing new business. The nature of previous roles would be very entrepreneurial in sprirt with a drive to take on challenges and grow the business, to strive for success and to have exceeded expectations.
Danaher Overview
Danaher is a diversified technology leader that designs, manufactures, and markets innovative products and services to professional, medical, industrial, and commercial customers. Our portfolio of premier brands is among the most highly recognized in each of the markets we serve. Danaher's portfolio is comprised of five reporting segments: Test & Measurement; Environmental; Life Sciences & Diagnostics; Dental; and Industrial Technologies. Driven by a foundation provided by the Danaher Business System, Danaher's 48,000 associates serve customers in more than 125 countries and generated $13.2 billion of revenue in 2010.
Organization: Tektronix Communications
Job Function: Engineering
Primary Location: Asia-Singapore
Schedule: Full-time
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