Steve Morrell Email & Phone Number

Helsinki, Fi

Helsinki, Uusimaa, Finland

Helsinki, Uusimaa, Finland

Helsinki Metropolitan Area

Support from HEL is a community of Support Professionals based in Helsinki. We gather every few weeks to share, learn and grow together. We usually visit the office of one of our members in order to grow everyone's network and have a bit of fun while at it.

Managing a global team of Support, Deployment & Cloud Operations engineers, helping customers in the manufacturing space to be successful in using aPriori product cost management software to realize cost savings.Personal responsibilities include:* Managing training and development of the teams.* Developing and tracking KPIs & OKRs based on customer satisfaction, efficiency, and cost. * Developing company-wide strategies for new products, processes and technologies,* Working with other teams in the aPriori organization to ensure appropriate prioritization of customer questions, issues, and enhancement requests.* Working directly with customers on high priority issues.* Managing escalated customer issues that require special attention.* Delivering pre-sales IT presentations to prospects.* Working directly with customer project leads to ensure alignment.* Developing processes to ensure better communication and visibility within the aPriori organization.The responsibilities of the teams include:* Answering product questions from customers, and routing them to other teams as appropriate.* Maintain and deliver the AWS environments that host aPriori software as a SaaS solution.* Managing communications between the customers, and the QA & product management teams.* Developing documentation and collateral to help customers resolve issues on their own.* Advising customers on the IT architecture of aPriori software, both cloud and on-premise.* Supporting customers in upgrading and installing aPriori software.* Generating and delivering licenses in accordance with the contracts.* Act as stakeholders on various scrum teams, advocating for customers & for internal teams.

Cambridge, United Kingdom

Managing a global team of support and deployment engineers, helping customers in the manufacturing space to be successful in using aPriori product cost management software to realize cost savings. Personal responsibilities include:* Reviewing customer tickets that pass through the support team, ensuring quality and clarity for other teams.* Managing training and development of the support and deployment teams.* Developing company-wide strategies for new products, processes and technologies, * Working with other teams in the aPriori organization to ensure appropriate prioritization of customer questions, issues, and enhancement requests.* Working directly with customers on high priority issues.* Managing escalated customer issues that require special attention.* Delivering pre-sales IT presentations to prospects.* Working directly with customer project leads to ensure alignment.* Developing processes to ensure better communication and visibility within the aPriori organization.* Managing the aPriori helpcenter, based on Zendesk. Developing business rules and processes to increase the effectiveness of the support team, and help with communication and clarity for both customers and other aPriori employees.The responsibilities of the deployment and support team include:* Answering product questions from customers, and routing them to other teams as appropriate.* Managing communications between the customers, and the QA or product management team* Developing documentation and collateral to help customers resolve issues on their own.* Advising customers on the IT architecture of aPriori software.* Supporting customers in upgrading and installing aPriori software.

Cambridge, United Kingdom

aPriori is a software company that develops and markets product cost management software for the engineering and manufacturing sectors. My role is a senior deployment and support engineer, with special responsibility in the EMEA region, supporting existing customers and assisting the development of new business. aPriori is based in the USA, so this role requires me to work independently to diagnose and resolve urgent customer issues in the EMEA region. To support cost management software such as aPriori, a support engineer requires knowledge of 3D CAD technology, a wide range of manufacturing technology, and also IT infrastructure. The customer base is global, which means that I work with customers based in many countries and cultures around Europe, as well as customers in Asia, and also users in the USA.The customer base is varied across a range of industries, such as automotive, industrial machinery, and aerospace. To support this rage of customers requires knowledge of a range of customer requirements in both IT and manufacturing.My responsibilities include:• Developing and enhancing the support process. Developing and implementing a new customer support help-center using Zendesk. • Assisting other support engineers with issues and workflow.Delivering pre-sales technical presentations, and managing pre-sales technical activities.• Supporting end-users by answering their questions and helping them to resolve their issues.• Assisting customer IT teams in managing the infrastructure required for an enterprise costing solution.• Working closely with the internal development and QA teams in understanding and reproducing customer issues.• Performing initial product installation for new customers, and assisting with database configuration.• Identifying and writing FAQ articles for customers.• Assisting the documentation team with detailed technical documentation.

Cambridge, United Kingdom

aPriori is a software company that develops and markets product cost management software for the engineering and manufacturing sectors. My role is a deployment and support engineer, with special responsibility in the EMEA region, supporting existing customers and assisting the development of new business. aPriori is based in the USA, so this role requires me to work independently to diagnose and resolve urgent customer issues in the EMEA region. To support cost management software such as aPriori, a support engineer requires knowledge of 3D CAD technology, a wide range of manufacturing technology, and also IT infrastructure. The customer base is global, which means that I work with customers based in many countries and cultures around Europe, as well as customers in Asia, and also users in the USA.The customer base is varied across a range of industries, such as automotive, industrial machinery, and aerospace. To support this rage of customers requires knowledge of a range of customer requirements in both IT and manufacturing.My tasks include:• Assisting the sales team by delivering pre-sales technical presentations.• Supporting end-users by answering their questions and helping them to resolve their issues.• Assisting customer IT teams in managing the infrastructure required for an enterprise costing solution.• Working with the internal development and QA teams in understanding and reproducing customer issues.• Performing initial product installation for new customers, and assisting with database configuration.• Identifying and developing short FAQ articles for customers.

Cambridge, United Kingdom

D-Cubed Components develops C++ software component libraries for geometric constraint management as a part of commercial CAD solutions. These are licensed as commercial products by Siemens PLM Software. My role within D-Cubed Components was as a support engineer, working with established customers to resolve their integration questions and issues, as well as working with prospective customers to ensure their evaluations were successful. I worked closely with established customers including Solidworks and Dassault Systemes, and developed new customer integrations with customers such as Comsol and Vectorworks.As a relatively small team, support engineers performed many roles. In addition to the primary role of customer support, I was responsible for writing documentation, managing paper manual production, and delivering training courses to new customers. I also helped to maintain the in-house issue management system. Following the takeover of UGS by Siemens PLM software, I worked with Siemens PLM personnel to integrate the D-Cubed Components delivery process with the Siemens bill of materials (BOM) system.Responsibilities included:• Providing customer support for products used in major CAD solutions.• Assisting prospective customers in successful evaluations.• Delivering customer training courses.• Managing product release processes, and integrating internal processes after the takeover by Siemens PLM.• Developing product manuals, new feature summaries, and powerpoint training material.

My initial role in the Technology Partnership (TTP) was as a software developer, developing control software for high throughput screening labs with pharmaceutical companies such a GlaxoSmithKline. The division that I worked in was eventually migrated to a standalone brand and company, named White Carbon.The company was a small one, which meant that I performed a number of roles, gaining diverse experience in the process. As the company matured, I moved to a more customer facing role, working in both customer support and pre-sales.As a developer, my roles included:• Application development in Delphi and C#• Oracle database administration• Designing and implementing InstallShield installation packagesMy later customer facing roles included:• Post sales customer support• Attending pharmaceutical conferences, and developing those customer contacts• Delivering pre-sales technical presentations• Developing customer collateral for conference posters, or delivered as Macromedia flash animations.

Master Of Philosophy (Mphil), Speech Recognition

Activities and Societies: Karate, Queens' college

Bachelor'S Degree, Electrical And Electronic Engineering, 2.1

Activities and Societies: Karate, Rifling