Expertise / Responsibility
Every Customer Success Engineer should have solid knowledge in all of the following "support fields". On top, we have a main responsible for every field, who is in charge of::
- Keeping an overview of all issues within the field
- Making sure documentation is up to date and easy to follow (manual, internal documentation)
- Initiate a change of tools or processes if there is a need for
- Tell Jasna in case something is going out of order
Support fields
- Hardware (Zoran)
- Lending Shop (Andrea)
- PPK (Andrea)
- Pix4D (Antigoni)
- Coordinate Systems (Andrea)
- Log analysis (Andrea)
- Camera (Andrea)
- Certification (Tihana)
- Import/Export (Antigoni)
- Tech Specs (Antigoni)
- KB / Manual (Antigoni)
- Support Docs (Andrea, Antigoni)
- Training material (Zoran)
- Customer training (Antigoni, Andrea, Jack, Julian, Zoran, Tihana, Luka)
- Scheduling/Roadmap (Jasna)
- Hiring/Onboarding (Jasna)
- High-level issue and crash overview (Jasna)
- Non-defined processes with other teams (Jasna)
- Plane assignment (Tomislav)
- Hubspot/IT/workflows/processes (Tomislav)
- Product changes, release reviews (Jasna, Andrea)
- Incoming inspection & Handover (Andrea)
- Addressability (Andrea)
- Post-mortem (Luka)
- Shipping coordinator (Jasna)
- Canny (Luka)
- Sales engineer (Julian)
- Telemetry (Tihana)
Regional assignment of resellers
Furthermore, we divide the reseller support on a country or region base:
- Africa: Ghana, Ivory Coast (Luka)
- Africa: South Africa, Uganda (Zoran)
- Asia: China, South Korea, Mauritius, Japan (Zoran)
- Asia: Malaysia, Mongolia, Philippines, Vietnam (Tomislav)
- Asia: Thailand, Taiwan (Luka)
- Asia: Bangladesh, Singapore (Mario)
- APAC: Australia, New Zealand (Andrea)
- Europe: CH, Germany, Romania (Andrea)
- Europe: Spain, Bulgaria, Greece, Estonia, Poland, Norway, Netherlands (Antigoni)
- Europe: UK, Hungary, Portugal, Albania (Tihana)
- Europe: Serbia, Montenegro, Croatia, Cyprus, Czech Republic (Mario)
- Europe: Turkey (Luka)
- Middle East: Israel, Egypt, Lebanon (Luka)
- Middle East: United Arab Emirates (Zoran)
- The US, Canada (Jack)
- LATAM (Julian)
Direct customers
Direct customers are handled by the one that has the most time.
Reoccuring Team Meetings
Quarterly planning (1.5h)
- Internal planning all wizards
- Next bigger project for the coming weeks
- Workload estimation
- Align with support goals
Weekly planning (1h)
- Detail planning of the week
- Internal projects, external projects
Wednesday and Friday sparring (2h)
- Prepared notes in support sparring doc
- Open questions, task assignment, scheduling...
- No focus on “reporting”! focus on questions/interfaces/achievements for team members!
Sparring on specific topics (sub-team)
- We do it on demand
- For sure once a week, normally rather once a day
Projects
- Always kick off with a sparring partner
- Always review
Team events
We aim for team events once a year with the following teams:
- Full Wingtra
- Full support team
- Quarterly visits of Zurich support team in Zagreb