A Day in the Life of a PSE

in
A Day in the Life of a PSE

Hi! My name is Ron Chiu, and I’m a Professional Services Engineer or PSE here at ACDI. I was asked if I’d be interested in sharing some helpful information about my role. After some thought, I decided to give you a snapshot of my responsibilities as a PSE, why an excellent professional services team matters, and the value I bring to our partners and their customers.
First, a little about the ACDI PSE Team. Our focus encompasses the installation, configuration, and training for all of ACDI’s solutions. We work in tandem with our partners and their customers to ensure that their experience exceeds expectations. We spend a great deal of time speaking to different partners and their customers throughout the day. Most of those conversations fall into one of three project phases:

1. Pre-installation –

During this time, I listen to the customer and partner to understand their objectives and goals concerning a particular solution – while also gaining insight into their network setup. This information is essential for everyone to know, as it sets the stage for project success. I also make it a point to ensure that everyone involved in the project understands what to expect during every phase of the plan going forward. It’s paramount that everyone involved gives input during this part of the process.

2. Installation & Configuration –

Just like the title says, the software is installed and configured to the customer’s specifications. We understand that everyone is busy; it’s why we work in the most efficient manner possible. Even though the customer and partner representative are onsite, I’m often installing and configuring the software from a remote location. Working this way allows us to keep our fees low and limit the amount of time from purchase to project completion. Once the solution is installed and configured, all parties take part in testing the new solution. It’s this kind of cooperation that expedites this phase of the project.

3. Training –

One of the most critical phases of the project. The PSE provides detailed information on all the features and functions, including how to update and maintain their new software. We make sure the customer is comfortable with using the product and ensure they understand how it will benefit them going forward. The customer will univariably have questions, and as a PSE, it’s my responsibility to make sure that I have the answer. It’s why we continually train on the solutions we sell. Training helps to ensure that the project is a success by making the transition to the new software as easy and painless as possible.

But, It doesn’t end there. ACDI’s PSE team will continue to assist the customer should they have any additional questions. When additional training or troubleshooting sessions are needed, we work with them until they are entirely comfortable with their product.
And that’s it, a typical workday – I’d like to share more with you but looks like I’m needed on a call, Bye for now –

Ron

Sign up to be notified when another awesome ACDI blog gets posted to our site.

We don’t spam! Read our privacy policy for more info.

Latest posts
ACDI to Host Third Annual New Year’s Eve Ball Drop
novembro 19, 2024in
ACDI to Host Third Annual New Year’s Eve Ball Drop

ACDI to Host Third Annual New Year’s Eve Ball Drop

BENTON, Ark. — Leading service and solutions provider Access Control Devices, Inc. (ACDI) is proud to partner with the City of Benton for its third annual New Year’s Eve Ball Drop on Dec. 31 at its headquarters, located at 403 North Main Street in Benton.

The free event begins at 7:30 p.m. and will feature live music and a mechanical bull, along with a large kids area, including a bouncy house, bungee jump, obstacle course, and rock climbing wall. ACDI is welcoming eight food trucks and a beer and wine truck with items available for purchase throughout the evening.

A percentage of all proceeds will directly support Bright Futures Benton, a community initiative within the Benton School District that streamlines school, community, human service, and business resources to quickly meet basic needs and create new opportunities for students so they can succeed in school and beyond.

“We love our community and we can’t wait to bring everyone together to celebrate New Year’s Eve with an exciting event that’s sure to be fun for the whole family. We’re especially proud to once again support the incredible Bright Futures Benton organization and help ensure that children in our community have their most basic needs met.”

Josh Lane, President and CEO, ACDI Tweet

There will be no shortage of entertainment throughout the evening. Forrest Williams Band will provide music beginning at 7:45 p.m., with Tyler Kinch headlining at 10 p.m. Twice named Arkansas Country Music Entertainer of the Year, Kinch has shared the stage with some of the industry’s biggest names, including Justin Moore, Lonestar, and Lee Greenwood.

With community involvement at the core of its business model, Everett Buick-GMC is the presenting sponsor for the New Year’s Eve Ball Drop. As a local, family-owned dealership, it proudly supports organizations and special events across Saline County, including the Benton Panther Foundation, Saline Memorial Health Foundation, and Imagination Library, among others.

Police officers will be on patrol in and around the event to ensure safety as people come and go from the ACDI campus. No outside food or beverages will be permitted, including coolers.

About ACDI

Since 1994, office equipment suppliers have trusted Access Control Devices, Inc. (ACDI) to provide industry-leading capture, print management, electric vehicle (EV) charging, and cost-recovery solutions to streamline office technology and the document lifecycle. From hardware payment solutions, proximity card readers, and EV charging stations to digital workflow automation, fleet management, and analytics software, ACDI’s extensive portfolio pairs seamlessly with its industry-leading project coordination, installation, marketing, and sales expertise. These solutions drive efficiency and productivity for thousands of organizations across education, healthcare, government, and beyond through global channel distribution and development partnerships with the most prominent copier and printer manufacturers. For more information, visit www.acd-inc.com.

Transforming into the “Trusted Advisor” through Consultative Selling
setembro 17, 2024in ,
Transforming into the “Trusted Advisor” through Consultative Selling

Transforming Into the “Trusted Advisor” Through Consultative Selling

A simple fact about people is they do not want to be “sold to.” Consultative Selling is a sales approach that prioritizes understanding the customer’s needs and providing solutions tailored to those needs. Unlike traditional sales methods that focus on promoting products or services, consultative selling emphasizes building relationships and acting as a trusted advisor.

This customer-centric approach is meant to understand the customer’s specific needs, challenges, and goals. The sales professional should position themselves as a consultant or advisor, offering solutions rather than just products.

Focusing on solutions instead of leading with a product or service shifts the focus on how the offering can solve the customer’s problem or improve their situation. Customized solutions are tailored to meet the unique needs of the customer.

Asking open-ended questions and actively listening to the customer’s response will improve the overall understanding of the customer’s needs or the problem they are trying to solve. Paraphrase and summarize the customer’s responses to ensure comprehension.

Being trustworthy will help you establish long-term relationships with customers which is more valuable than a one-time sale. Trust is built through honest communication, delivering on promises, and providing genuine value.

Sales professionals often educate their customers, providing them with insights and information that may not be readily apparent to them. Educating customers on market trends, best practices, or the potential return on investment of a solution.

Not every customer will be a good fit for the product or service; consultative selling involves qualifying opportunities to ensure that the solution aligns with their needs. This prevents wasted time and resources on both sides and ensures a better customer experience.

In a collaborative process, the sales professional works with the customer to co-create the solution. Discussing different options, customizing features, or even bringing in additional resources or stakeholders to ensure a comprehensive solution is being proposed.

Solutions are not always temporary solutions. Focus on the lifetime value of the solution to the customer rather than the immediate sale. You will find that this will often lead to upselling or cross-selling opportunities down the road as the relationship deepens.

The sales professional is often expected to identify problems the customer may not even know exist. By offering insights into potential challenges or missed opportunities, the sales professional can position themselves as an invaluable resource.

Being empathetic to the customer’s situation by fully understanding their pain points and showing genuine concern with their resolutions is essential and will build rapport and trust with your customers. Be a human being who genuinely cares about customer successes and empowerment.

Overall, Consultative Selling emphasizes building long-term relationships through active listening, trust, and collaboration. This method aims to position the salesperson as a trusted advisor, leading to higher customer satisfaction and loyalty.