Over the past year, Sycous have invested heavily into our Data and Product Support team, ensuring our clients receive best-in-class service and accurate data!
"We help our customers deploying metering and billing solutions across their energy networks. It's so important that organisations deploy the right hardware, in the right way to match their ambitions and requirements. They also need to be able to proactively identify and address issues before they present problems with billing. Our investment in our Product & Data support team is our commitment in helping our customers to achieve these objectives and ensure the best data quality possible." Joseph Collier, Development and Product Director
We sat down with our experts to learn more about them and the role they play in our Sycous on-going services.
Liam Reynolds (Information Systems Support)
Alongside studying computer science at university, Liam started his career in IT working for a metering company with a lot of responsibilities in the product and customer support side of the role. Knowing that this is the field he wants to work in, Liam joined the Sycous team to build his skills and knowledge and has helped support customers, especially during pre-construction phases get systems designed and rolled-out to avoid later issues.
Lloyd King (Metering & Data Systems Support)
Lloyd has an indescribable interest in technology. Spending more time on his passion after completing his degree in Broadcast Film Production, he started to work on products, and their working systems. With his desire to learn, Lloyd wanted to be a part of the rapidly growing energy industry. Lloyd has developed his knowledge of IoT technologies, learning to take technologies and apply them to real-world needs of our customers.
Christian Brown (Metering & Data Systems Support)
After completing an IT course in college and an apprenticeship with an energy company, Christian started working for a retail company in data support where he gained a wide range of knowledge on products and installation processes. Christian has got to grips with metering systems and their operation, supporting our internal teams to ensure we get equipment commissioned and operational as quickly and effectively as possible.
Julian Lyons (Metering & Data Systems Support)
Considering Julian’s initial dream was to become a PE teacher, life took him into a different direction where he eventually discovered his passion for technology. Julian had previously worked for a large-scaled energy company before joining Sycous where he enjoys how helpful and inviting the team is as well as how involved he can be in supporting customers to get the right outcomes. Julian is looking to further help and support our customers, especially with the tools needed to improve their data analytics, giving real insights into the vast data we collect!
How would you guys describe your job?
Lloyd: “Our work consists of a wide range of tasks but in short, you can say that we manage a wide range of technology!”
Liam: “We monitor all our data loggers, the data collected, and we set them up. We don’t only know how to use these devices, but we know the complete ins-and-outs of it. We know how they work and how to get the best out of them. Our team are always the first line of support for any kind of information for our products.”
What does a typical day look like for your team?
Christian: “We are always talking to the different teams within Sycous, such as Support and Commercial teams. We check every day if any issues have occurred and aim to resolve before they become a problem for our clients and their residents. Our team also look over any data that has come through for us to process. We check in with our clients to see if there are any issues that they need addressing so they can be offered support and troubleshooting.”
What is your team currently working on?
Liam: “We are mainly working on the handover side of things. As we’re the first point of contact regarding products, if a site has any technical issues, we focus on sorting them out before we handover to clients. In the case of where there are no problems, and everything is working fine, we either try and prevent issues that might occur in the future, get documentations for products, or learn about something new.
Every member of the team has their strengths and experiences in different areas. So, as we’re dealing with troubleshooting issues, we’re also all learning about different systems and technology in the background. I have been in the company for the longest therefore my knowledge of products is more established compared to everyone else in the team. I’m usually the one working in collaboration with the other teams in the company when they require information on any specific product.”
Lloyd: “Well, ever since IoT became the focus, I have taken the role upon myself to learn more about what the different technologies such as LoRaWAN and NB-IoT have to offer and how they work with the Sycous product range. I’m aiming to specialise in IoT as I find the science behind it fascinating!”
Christian: “I’m currently working on our product documentation, which involves onboarding as much technical information as possible for our products and systems. Improving our product documentation is already helping the team share knowledge between ourselves and our partners that we work with.”
Julian: “I’m very knowledgeable when it comes to reporting. Ever since I joined Sycous, my focus has been using different programs and methods to make reporting easier for the rest of the team and our clients.”
What do you guys hope to learn in this role?
Julian: “Recently, so much new software has launched within the industry to help with our line of work. We’re all very keen to learn different tools such as Power BI for example. Not everyone in the industry gets the opportunity to work using these programmes. So, knowing how to use software like this will help the team to grow as individuals.”
As someone who is a part of the Data and Product Support team, how would you describe the growth within the team?
Liam: “A lot has changed in a short space of time. We all would describe this change as incredibly positive. The industry and Sycous is growing, therefore the need for our team is increasing rapidly. We have a large range of clients requiring support and with an expanded team, now we’re able to provide the best service possible and ensure the data we manage is accurate and reliable.”
