Matthew Broadhead

As a Technical Solutions Engineer at The Barcode Warehouse, I work closely with customers and our hugely talented internal & enterprise sales teams to design, recommend, and deliver tailored technology solutions that meet real-world operational needs. My role spans both pre-sales and post-sales support, ensuring customers receive the right solution from initial discovery through to implementation and ongoing support. I act as a technical bridge between business requirements and practical deployment, helping drive confident purchasing decisions and long-term customer success. Solutions ranging from supporting large scale RFID solutions, to Android hardware deployments or software applications are part of my day to day activities. I take a consultative, customer-first approach, focusing on understanding workflows, environments, and challenges to deliver reliable, scalable solutions that add genuine value.

Expanding my role to become a Customer Success Specialist within Waizu, my focus is on ensuring customers and partners achieve long-term success with their software deployments. From initial implementation to ongoing optimization, I work closely with stakeholders to drive adoption, resolve challenges, and maximize value. I act as a trusted advisor, helping organizations navigate device management, mobile device management (MDM) (that includes SOTI, ScaleFusion, 42Gears (SureMDM), WizyEMM & Microsoft intune), and software solutions to ensure seamless integration and performance. Through proactive engagement, training, and tailored recommendations, I empower customers to fully leverage their technology investments while maintaining efficiency and scalability. My goal is to foster strong relationships, anticipate needs, and provide the support necessary for customers to succeed—not just today, but in the long run.

As a Technical Account Manager, I work closely with end customers and partners to ensure the successful deployment, adoption, and optimization of the Waizu solutions. With a strong background in barcoding devices, mobile device management (MDM), and software solutions, I provide guidance, technical expertise, and proactive support to drive business outcomes. Additionally, I handle Tier 1, 2, and 3 support tickets and lead incident management for complex issues and complaints, ensuring they are resolved efficiently and to the highest standard of customer satisfaction. MDM solutions that I actively support include (but not limited to); SOTI, ScaleFusion, 42Gears (SureMDM), WizyEMM & Microsoft intune. I collaborate with stakeholders to understand their unique needs, troubleshoot challenges, and enhance their overall experience with our solutions. My role also involves bridging the gap between technical capabilities and business objectives, ensuring seamless integrations, smooth deployments, and ongoing success. Passionate about problem-solving and customer satisfaction, I strive to build lasting relationships by delivering value-driven insights, training, and best practices that empower organizations to maximize their technology investments.

After proving my ability to successfully engage with customers and prospects, it was decided to expand my role further to take on hardware and non-core software sales. I take incoming sales calls, specify and quote the appropriate technology and follow up to close the deal. I also make pro-active calls in to our customer base to generate sales enquiries - I have experience in uncovering and closing deals in excess of £10-20K. Technical support of hardware and software solutions remained a key part of my role, and I was also responsible for handling Tier 1 and Tier 2 support queries while beginning to take on more complex Tier 3 support issues. This combination of technical expertise and sales acumen allowed me to provide a well-rounded service and drive strong customer satisfaction.

My role was expanded to take on pre-sales support, system installations and user training. Pre-Sales support is provided to our G-SMart WMS/Stock control Field Sales executives where it is my responsibility to match the technology to the software solution, including full testing of the whole solution prior to shipping to the customer. On larger projects I am also responsible for installation of the whole solution on the customers site. I carry out user training post installation which is normally done by webinar and occasionally on customer site. This role increased my need to collaborate with vendor technical and pre-sales support people as solution or deployment challenges arose.

Core role to provide telephone based hardware and software support to GSMs installed solution base. Hardware supported included bar code scanners,bar code printers (fixed and mobile), warehouse truck mounted terminals and rugged mobile devices. Hardware vendor products included Zebra (Motorola), Honeywell (Intermec & Datamax), Datalogic, Janam, Opticon and M3. Software support was focussed upon GSM's own G-SMart WMS/Stock control product, other software supported includes Bartender label design software and Zebra OVS (MDM). In this capacity, I was responsible for handling and resolving both Tier 1 and Tier 2 support queries, efficiently addressing technical issues and ensuring a high standard of service delivery and customer satisfaction. I was also responsible for hardware and software contract renewals. Key achievements in this role include Designed and built a new contracts database to aid sales Increased contract renewal margins