This position delivers the best possible pre- and post-sales technical support to Modelon software customers in North America. In this role you will work with Modelon’s business developers and technical staff to uncover, win and support our clients. You will be based at our office on the northwest side of Ann Arbor, Michigan, USA. Frequent travel is required (roughly 2 trips per month domestically, and up to 2 international trips per year).
The Application Engineer works with Modelon’s commercial team and technical subject matter experts to provide high quality and personalized support for 1) pre-sales engagements where the prospective client wishes to evaluate Modelon’s technical solutions, 2) post-sales technical support for existing users 3) back office work including product delivery and licensing. This role covers all Modelon software products, product training, and will sometimes be involved in paid customer projects. While focused on the North American market, at Modelon we act as a global team so you may have the opportunity to support customers outside North America. The Application Engineer reports to Modelon’s Application Engineering Manager, who is based at your headquarters in Lund, Sweden.
In the pre-sales phase, you will work with Business Development staff to deliver the technical resources needed to advance a commercial opportunity to closure. Typical engagements during pre-sales that require Application Engineering (AE) support include technical presentations, product demonstrations, solution development/scoping and evaluation support. You will work together with appropriate Modelon resources, working to deliver timely and high-quality results that positively influence the opportunity.
In the post-sales phase, you will deliver timely and high-quality AE support to Modelon end-users and partners (including resellers and technology licensees). You will manage inbound requests using available support systems, typically through email, phone calls or web meetings, and ultimately ensure the customer receives a superior support experience.
In back office work you will work together with the Product Development team to deploy released products and make it available to your end customers and reseller channels. You will gain knowledge of the complete licensing mechanism (Modelon uses Flexera licensing software), to ensure that the product implementations meet the Commercial team expectations of distribution and ensure customer experience is uniform for all Modelon products. In this role you will communicate directly with the Product Development team responsible for licensing and distribution.
Responsibilities and Measurables:
You will be responsible for:
- Having a strong understanding of Modelon products and related technology
- Having a strong understanding of Modelon product delivery and licensing mechanisms
- Following-through on inbound customer technical support requests
Success in this role will primarily be measured by customer satisfaction metrics. Pipeline conversion rate and sales volume will also be important performance metrics that indicate successful pre-sales AE activities.
- Customer focused – you want to wow our customers; you understand that customer satisfaction is critically important to a company’s success
- Disciplined – you set and communicate clear priorities and objectives; you rely on process to tackle difficult problems
- Respectful –you approach issues with an open mind and a desire for both parties to succeed
- Trusted – you deliver on commitments or renegotiate early