Technical Consultant at Thales

Main duties:

• The TC will be in charge of technical interface for a telecommunication and also a relevant market business field of Gemalto for both devices and services such as SIM/USIM or eSE for M2M/IoT, Occasionally, TC shall be getting involved with not only a regional project but also a foreign or multinational projects. The role involves working as part of a team which provides support to customers in dedicated region for corporate products and solutions integration, pre-sales support, proposal, technical discussion, project management, lab/field-testing, production quality management, commercial delivery and after support. The main responsibilities are as follows:

Customer communication

• Establish a good relationship with customers and perform proactive communication through support.
• Understand customer’s problems, limitations, and needs.
• Technical Consulting and Pre-sales
• Technical presentation and pre-sales support to customers.
• Technical training, Q&A, and paid consulting to customers.
• Product promoting based on corporate product portfolio and industry trends.
• Coordination of technical proposal and identification of the appropriate internal support for dedicated customers.
• Proactive tracking of business by close alignment with internal teams and customers.
• Acceptance, prioritization, and management of the correct internal processing of customer requirements.
• Identification of Gemalto strategy by means of competitor analysis and, as a result, collection and development of leading against arguments.

Project Management

• Discuss and negotiate technical requirements according to both customer needs and Gemalto product capabilities.
• Manage development projects as a local project manager to interact with R&D and production site to align with a planned schedule and available resources.
• Inquiry to support team, R&D, and product marketing manager for customer Q&A.
• Periodical project status reporting to customers and take care of change requests and issues.
• Commercial product configuration and perform validation.
• Manage industrialization process and deliver prototype samples and final commercial samples.

Delivery and After Support

• Ensure the delivery of commercial products and control product quality.
• Trouble shooting (including inquiry, log analysis, tracing, and on-site testing) to identify the root cause of problems
• Composing failure reports, identification of solution or workaround and if needed internal defect escalation in a structured manner.

Internal Communication

• Establish a good relationship with sales, marketing, and R&D.
• Proper reporting to a manager.
• Understand internal process and implement without delay.
• Related Technology
• Telecommunication (SIM or mobile phone device)
• Security
• M2M (industrial and automotive devices)
• Secure IC product features and manufacturing.

Work Experience

• Shall have an experience of external customer communication. (meeting, phone call and email)
• Shall have a Fluent English communication skill in verbal and in written. (meeting, phone call and email)
• Shall have 5+ years of work experience in IT industry.
• Shall have 5+ years of work experience of technical support position.
• Work experience in mobile phone technology and business is a plus.
• Work experience in payment technology and business is a plus.
• Work experience in security technology and business is a plus.
• Work experience in M2M/IoT related technology and business is a plus.
• Work experience in a semiconductor company is a plus.

Skills

• Highly self-motivated to challenge learning new technology.
• Skill of team leading and project management are plus.
• Skill in verification and validation of software/hardware including approvals testing and inter-operability testing.

Personal Qualities

• Shall have customer-oriented mind set, without losing the view of corporate perspective.
• Shall be fast learner, without being afraid to build up knowledge in new areas.
• Shall have an ability to work independently and successfully complete assignments.
• Shall be flexible in assuming tasks and short-term reprioritization.
• Shall be a team player with the ability to communicate and act both within the group and across organizational borders.
• Shall have an ability to work in multicultural/multinational environment.
• Shall have goal and solution-oriented project management skills with perseverance.

Education Requirements

• Bachelor's in computer engineering or computer science or electrical engineering or information technology major is a plus.