Solutions Support Analyst UK – Field Service Solutions

FLS - FAST LEAN SMART is a European leader in the development and implementation of real-time field service scheduling, route optimisation, and mobile workforce management solutions.

ABOUT FLS

FLS has developed dynamic software for appointment and route planning, mobile workforce management, and mobile solutions for over 30 years. Our unique PowerOpt algorithm allows organisations to optimise their field service management in real time, and powers transparent decision making. Live data and the ability to react in real-time is a critical difference, meaning the product portfolio covers the entire process for field operations; from appointment and scheduling to execution, monitoring and analysis.

In the UK, we are a small but very effective team of 15, focussed on sales, implementation, and support. We have grown organically, based on success from the original founder (the current Managing Director) and over the last 3 years achieved an average of 35% revenue growth year-on-year. FLS has grown from a start-up to a scale-up by achieving successful customer relationships across various sectors, including housing and facilities, engineering, technical services, healthcare, telecom/utilities, and more.

In our latest UK customer satisfaction survey FLS was rated 9.6 out of 10 for our technology, consulting and support services which is outstanding in the software industry and this comes down to the people and culture within the team and relationships we form with customers. Furthermore, we have an eNPS of 100 with every employee scoring 9 or 10 in an anonymous survey of 'would you recommend working for FLS to a friend'.

Our customers can go live within weeks and achieve dramatic results. For example, Axis Europe, a large housing repairs contractor, says: "The main reason we chose FLS was the speed and high performance of FLS VISITOUR and the fact that we can tweak its algorithms to fit our needs. With speed profiles and real-time traffic data, FLS VISITOUR plans routes in ways that are most efficient and most productive for field operatives. And real-time tracking increases our engagement with customers and reduces no-access rates."

The successful candidate will work with leading-edge technology in an entrepreneurial environment, joining a team of 3 dedicated support analysts including a team lead, supported by experts in Germany and the wider UK team. It is a varied role requiring technical ability, an understanding of field service processes, and flexibility. It also offers a high degree of autonomy and job satisfaction, allowing the candidate to make their mark in an innovative environment.

ROLE DESCRIPTION

A key objective for the successful candidate will be to ensure customers achieve maximum possible benefit from FLS solutions and are highly satisfied with the system reliability and service received. This requires exceptional problem analysis and customer liaison skills.

With training in FLS technology, including flagship products FLS VISITOUR and FLS MOBILE, the role responsibilities include:

• First customer contact for 2nd/3rd line support calls to analyse, diagnose and resolve issues, with the broader support team and developers.
• Testing new software releases and customer configurations prior to installation.
• Assisting in the system configuration, testing and go-live for new customer deployments and updates.
• Configure system demonstrations and provide support to FLS Project team.

Standard working hours for our team are 9am to 5.30pm Monday to Friday but there is a requirement to provide early morning and evening support cover on a rota basis, to complete planned system updates, provide support cover, and including emergency Level 1 ad-hoc out of hours support when required. Depending on the candidate's situation, our thoughts are this role could have standard hours up to 7pm on 2-3 days per week and so start later on those days.

Product training will be provided in the UK, and potentially in Germany, and there is a high degree of interaction with colleagues including quarterly 'All Hands' two-day meet up sessions/workshops.

EXPERIENCE, EXPERTISE AND PERSONAL ATTRIBUTES REQUIRED

• Minimum 2 years' working in a software support position for business applications in an external customer environment.
• Eagerness to work in a dynamically changing environment and take on new challenges.
• Experience of CRM, field service management, schedule optimisation or mobile applications advantageous but not a requirement as training will be given.
• Excellent customer service skills and attention to detail.
• Personal qualities to quickly establish credibility, rapport and positive relationships, working independently or in a team.
• Excellent problem solving, analytical skills and ability to work on/learn bespoke integration.
• Takes personal responsibility, with a flexible 'can do, will do, whatever it takes; attitude - sometimes it may be necessary to work beyond standard hours to achieve this.
• Must be able to travel within the UK/Europe for company events and hold a valid passport.
• Must be an existing resident in the UK with full 'Right to work'.

TECHNICAL SKILLS REQUIRED

• Proficient with SQL and relational databases
• Proficient with MS Office, especially Excel
• Understanding of SOAP / XML / REST Web services
• Experience of the tools we use (Confluence, JIRA and Dynamics CRM) would be advantageous but not essential

SALARY PACKAGE

This role offers excellent earning potential and career progression. An attractive salary package will be offered according to experience, together with a bonus scheme.

HOW TO APPLY

If you're the right person for this role please send a CV + cover letter using the on-page links.

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