Robert Glover Email & Phone Number

England, United Kingdom

United Kingdom

United Kingdom

Products:Equitrac Office/Express.SafecomNSIAutostoreeCopyPaperCutEveryonePrintBiostoreInepro - DocuPRO1. To ensure the effective resolution of technical problems, through adherence to the escalation procedure and communicating resolution to field based personnel. To ensure any technical problems are solved in a timely and effective manner and field based staff can overcome these problems in the future.2. To assist in the launch of any new… Show more Products:Equitrac Office/Express.SafecomNSIAutostoreeCopyPaperCutEveryonePrintBiostoreInepro - DocuPRO1. To ensure the effective resolution of technical problems, through adherence to the escalation procedure and communicating resolution to field based personnel. To ensure any technical problems are solved in a timely and effective manner and field based staff can overcome these problems in the future.2. To assist in the launch of any new product to be marketed by RFG UK, in order to ensure technical information is communicated efficiently.3. To manage a portfolio of solutions products including:• Product launch, • Advising on pricing,• Implementing relevant service procedures related to the product,• Providing ongoing technical support.To ensure the effective provision of a technical support service to the relevant products.4. To provide pre-sales support through activities such as:• Demonstrations,• Exhibition support,• Showroom Support,• To attend customer visits and meetings,• Assist in tender responses,In order to provide effective technical support at pre-sales stage to increase revenue generation.5. To provide cost conscious and effective administration of the Solution Support function through:• Providing reports of escalated calls,• Development and adherence of support procedures,• Analysis of product reliability and quality.• Recommending best practice and service methodology to increase service profitability and customer satisfaction.6. As required carry out field accompaniments with Dealers and Field Service Engineers, in order to provide technical assistance.7. Create and lead a pro-field service training initiative to bring a closer understanding of the Solutions Interface to Field Support personnel. This improved confidence in resolving solution based issues on a front line basis to support and resolve customer incident in line with our SLA. Show less

United Kingdom

Ensured that Regional Technical Specialists have access to adequate up to date technical information to carry out their duties effectively.Create good communication with Regional Technical Specialists to ensure an excellent working relationship.Ensured the effective resolution of technical and software problems, through adherence to the escalation procedure and communicating resolution to field based personnel. To ensure any technical problems are solved in a timely and… Show more Ensured that Regional Technical Specialists have access to adequate up to date technical information to carry out their duties effectively.Create good communication with Regional Technical Specialists to ensure an excellent working relationship.Ensured the effective resolution of technical and software problems, through adherence to the escalation procedure and communicating resolution to field based personnel. To ensure any technical problems are solved in a timely and effective manner and field based staff can overcome these problems in the future.Provide cost conscious and effective administration of the Field Support function through:• Providing reports on escalated calls,• Development and adherence of support procedures,• Provide prompt feedback on assessments carried out,• Analysis of product reliability and quality.Provide pre-sales support through activities such as:• Demonstrations,• Exhibition support,• Showroom Support,• To attend customer visits and meetings. In order to provide effective technical support at pre-sales stage to increase revenue generation.Provide assistance to the Product Support team function through:• Testing,• Helpdesk support when necessary,• Data acquisition for escalation purposes,• Special projects.Provide support to the dealer network as necessary. Show less

United Kingdom

Pre and post Sales Support — provide support for high-level complex technical issues for 14 Operating Companies throughout Europe - issues are researched, escalated where necessary, and solutions provided within the service level agreements. Provide on-site support when and where appropriate.· Projects/Objectives — allocated Global or European projects/objectives are managed using the group Project Management methodology to ensure all are delivered on time and within budget.·… Show more Pre and post Sales Support — provide support for high-level complex technical issues for 14 Operating Companies throughout Europe - issues are researched, escalated where necessary, and solutions provided within the service level agreements. Provide on-site support when and where appropriate.· Projects/Objectives — allocated Global or European projects/objectives are managed using the group Project Management methodology to ensure all are delivered on time and within budget.· Supplier Management — manage the relationship between organization and supplier to ensureproblems are resolved within SLA's and information is provided as necessary to OperatingCompanies. Negotiate with supplier senior management to resolve any issues or disputes escalatedby their direct reports.· Customisations — evaluate technical viability of proposed hardware/software customisations to ensure that all requests are accurate and that proposals meet the technical requirements. Manage the customisation process for allocated products and for team for all 14 Operating Companies.· Workshops — provide appropriate workshops / seminars for technical staff in Operating Companies or customers, to ensure technical Show less

United Kingdom

Computer Aided Engineering, Electrical And Electronics Engineering

HNC Electro-Electronic/Mechanical Engineering

Education record