Professional Services Engineer

Faronics Corporation has an immediate opening for a Professional Services Engineer to join our team in Vancouver.

Founded in 1996, Faronics is headquartered in Vancouver, British Columbia and is a privately-held company with nearly 30,000 unique customers using over 10 million licenses in over 150 countries. Faronics has a history of providing excellent value to customers, selling direct and through channel partners to enhance existing relationships, local presence, and value-added services.

Faronics’ security solutions protect endpoints worldwide. Our solutions include Cloud Console, Mobile Device Management, Anti-Virus, Anti-Malware, and Reboot-to-Restore.

Summary:
The Professional Services group takes the lead in working with customers to ensure the successful deployment and ongoing success of customers using Faronics products in their environment.

Responsibilities:

  • Ensure customer satisfaction with Faronics Products by developing a long term relationship with customers.
  • Organize regular status review meetings with customers.
  • Be the ambassador for Faronics with the customer and an advocate for clients within the company.
  • Escalate and drive customers’ technical support, service, and product issues to a satisfactory conclusion.
  • Provide information and recommend best practices for the management of Faronics products.
  • Execute and lead the deployment of Faronics Services in the customers environment.
  • Proactively monitor for technical issues impacting Faronics products at customer sites and make recommendations to reduce the risk/impact of similar future problems.
  • Maintain and expand working knowledge of current and pre-released Faronics systems and products, as well as their integration and methods of support delivery.

Skill Set

  • Outstanding written and verbal communication in the English language. Fluency in other languages is an asset.
  • Superb customer service skills.
  • Exceptional Time Management skills.
  • Strong analytical and troubleshooting skills.
  • Quick to adapt to changing situations and an “out of the box” thinker.

Qualifications & Experience:

  • 5+ years’ experience in an enterprise support environment including management of projects including rollout of new software and services.
  • Intimate knowledge of Microsoft Windows, macOS, Android, and iOS devices.
  • Experience with managing critical and complex situations or incidents.
  • A positive and constructive minded team player.
  • Account management experience and/or direct customer engagement responsibility.
  • Experience in managing projects from inception to completion.

Interested applicants should forward their resume, cover letter, and references to hr@faronics.com via email. While we appreciate the interest of all applicants only applicants selected for an interview will be contacted.

About Faronics Corp.

Faronics delivers software that helps manage, simplify, and secure multi-user computing environments. Our products ensure 100% workstation availability, and have freed IT personnel from tedious technical support and software issues. Fueled by a customer-centric focus, Faronics' technology innovations benefit educational institutions, healthcare facilities, libraries, government organizations and corporations.

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View Other Available Positions

  •  Date  Position  Location
  • October 6th, 2020 Technical Support Engineer
    • Position Details

      Faronics Corporation has an immediate opening for a Professional Services Engineer to join our team in Vancouver.

      Founded in 1996, Faronics is headquartered in Vancouver, British Columbia and is a privately-held company with nearly 30,000 unique customers using over 10 million licenses in over 150 countries. Faronics has a history of providing excellent value to customers, selling direct and through channel partners to enhance existing relationships, local presence, and value-added services.

      Faronics’ security solutions protect endpoints worldwide. Our solutions include Cloud Console, Mobile Device Management, Anti-Virus, Anti-Malware, and Reboot-to-Restore.

      Summary: As the Technical Support Engineer, you will report to the Technical Support Manager. You are responsible for providing technical support and follow up for Faronics’ customer base.

      Responsibilities:

      • Troubleshooting installation and deployment of Faronics software.
      • Responding in a polite, professional manner to support inquiries via email and voice
      • Provide support to the Sales Department to ensure follow ups are completed.
      • Communicating with and questioning the customer to ensure you fully determine the customer’s needs.
      • Ensuring all customer cases are logged, with meaningful detail, into the Customer Response Management system.
      • Determining when to escalate customer cases and following up with the client to ensure resolution of the client’s case.
      • Other duties as required by the employee’s direct supervisor.
      • Stay current with Faronics’ product and the most recent issues and solutions through the reading of white papers, technical updates and talking to the Product Managers.

      Skill Set

      • Outstanding written and verbal communication in the English language.
      • Superb customer service
    • October 6th, 2020 Professional Services Engineer
      • Position Details

        Faronics Corporation has an immediate opening for a Professional Services Engineer to join our team in Vancouver.

        Founded in 1996, Faronics is headquartered in Vancouver, British Columbia and is a privately-held company with nearly 30,000 unique customers using over 10 million licenses in over 150 countries. Faronics has a history of providing excellent value to customers, selling direct and through channel partners to enhance existing relationships, local presence, and value-added services.

        Faronics’ security solutions protect endpoints worldwide. Our solutions include Cloud Console, Mobile Device Management, Anti-Virus, Anti-Malware, and Reboot-to-Restore.

        Summary: The Professional Services group takes the lead in working with customers to ensure the successful deployment and ongoing success of customers using Faronics products in their environment.

        Responsibilities:

        • Ensure customer satisfaction with Faronics Products by developing a long term relationship with customers.
        • Organize regular status review meetings with customers.
        • Be the ambassador for Faronics with the customer and an advocate for clients within the company.
        • Escalate and drive customers’ technical support, service, and product issues to a satisfactory conclusion.
        • Provide information and recommend best practices for the management of Faronics products.
        • Execute and lead the deployment of Faronics Services in the customers environment.
        • Proactively monitor for technical issues impacting Faronics products at customer sites and make recommendations to reduce the risk/impact of similar future problems.
        • Maintain and expand working knowledge of current and pre-released Faronics systems and products, as well as their integration and methods of support delivery.

        Skill Set