Product Specialist (3D)

ABOUT ESOFT
Esoft is one of the world’s leading real-estate tech companies, specializing in property presentations, image processing, 3D visualization, and online marketing of properties worldwide.

Our customers are real estate photography, media production, and real estate marketing companies in Europe, US, and Australia who rely on us for our fast service, our innovative solutions, and high and consistent quality.

The company was founded in 2000 in Denmark and our platform in Vietnam has been operating since 2007. We currently employ more than 800 people in our offices in Vietnam, Denmark, Sweden, and Norway.

To learn more about our company’s business and culture, please visit: https://esoft.com/

At Esoft, we encourage all applicants from minorities, women, people with disabilities, and all other qualified applicants.

JOB PURPOSE
The Product Specialist is responsible for technical client relationships and satisfaction with 3D portfolio products and services.

The Product Specialist will assist Product Category Lead/Product Expert and personally be responsible for technical product onboarding of new clients and new service/product launch of existing clients. This is the primary focus and core competency of this role within the Esoft business.

This person will also be responsible for proposing internal efficiency or operational changes (internal processes) to the Product Category Lead / HoD to enhance the 3D product suite, 3D client experience, and/or drive higher revenue and margin within 3D Category. Where proposals are approved the Product specialist may be responsible for partial or entire execution of these initiatives.

Whilst not directly responsible for Production Quality Management, this position plays a crucial role and is accountable for providing guidelines, support, and assessment on quality delivered by the Production Business Unit and ensuring client needs are clearly communicated internally via defined SLA’s and instructions, and that and that these are met within the context of client output delivery to meet standards outlined for each Client’s specific SLA’s.

THE POSITION
Improve client satisfaction by assuring and aligning technical quality standards between the client, production/quality team and sourcing/training team (30%)

• Voice of the client. Often the data for corrections that come through Customer Service is not going to give the full overview of quality. Product Specialists can provide an overview of client satisfaction which is equally and often more important than evaluating data;
• Review and give feedback on the set-up process for improving client satisfaction;
• Ensure that all client product quality specifications and processes are communicated and easily accessible to Production Staff , Develop and optimize SOPs;
• Meet regularly with production team, hereunder to solve ongoing client issues and improve internal collaboration.

Technical/quality account management for selected clients/products, hereunder onboarding of new clients. (30%)

• Liaise directly with clients via email, and live conference;
• Support clients with current product quality, optimization and updates;
• Support Sales, Service Delivery, and Product Experts with onboarding new clients and new product testing;
• Provide fast responses and proposed solutions to general client complaints and requests.

Provide consultation and support for technical quality issues (20%)

• Support Technical Training Specialists and production, hereunder Quality Specialists with live quality issues and requests when needed;
• Evaluate trends in client complaints and support Technical Training Specialists and production, hereunder Quality Specialists with effective solutions.

Explore, propose and implement long-term quality innovations (10%)

• Optimize current product quality through new technical advancements in software, hardware and processes.

Other relevant tasks as and when required by the superiors (10%)
REQUIREMENT:

• Bachelor’s Degree in relevant field, preferably in Design or Architecture,...
• At least 5 years of experience in construction, design, graphic, animation or architecture
• Good English
• Logical and strategic thinking skills
• Pro-active and multitasking

Working time: Flexible working hour, Mon-Fri

Location: Han Viet Tower, 348 Kim Nguu, Minh Khai, Hai Ba Trung, Hanoi

WHAT WE OFFER
We offer you an opportunity to continue building your career in an international and successful company with market-leading, innovative solutions. In every business unit and in every office around the world, Esoft has always been driven by a strong team spirit and an even stronger sense of pride. We strive to provide an interesting workplace, where people work and interact across cultures and time zones. We cherish creativity and innovation, and we invest in training and development of employees.

• Attractive salary
• 100% SHUI in probation, premium healthcare package for individuals and family
• 12 AL/ year and 24 WFH days/year
• Daily meals provided
• Experience in increasingly challenging and engaging real-world projects.
• Experience in an international company with the culture that encourages and fosters creativity, innovation, respect and equality
• Opportunity to learn from experienced leaders and managers
• Attendance in meetings, events, networking opportunities and training courses

If you have any questions, feel free to contact us at chau.nm@esoft.com.