The Library Services Engineering team’s primary responsibility is to serve as technical product experts on FOLIO and EBSCO Discovery Service. We participate in technical demos with our Sales team during pre-sales presentations. We help other teams at EBSCO respond to technical questions that require specific expertise. The LSE team also continues the relationship with the library after they go live on our products. We’re available to answer more complicated questions about how the products operate or offer consultations on specific workflows, and we also serve as a bridge between the library’s IT team and our internal product managers and support people and we can often help translate between those two groups. My field engineering team consists of two FOLIO specialists and two EBSCO Discovery specialists, and I also have one manager on my team who oversees an internal team responsible for coding projects and deeper troubleshooting of EBSCO Discovery issues. We are most involved in what we call the “pre-sale” and the “post-sale” phases, so we don’t have a direct role in the actual implementation, but we follow each project closely and we can assist when a technical question comes up during implementation that we might have specific knowledge of. After a customer goes live, they’re introduced to their Customer Account Specialist, who is a key person responsible for managing the library’s support tickets at EBSCO. Sometimes the LSE team is called in to help with some technical issues when they relate to either integrations that we’re experts on or special knowledge that my team has on a particular issue. How much we communicate with customers depends on the complexity of their organization and their setup. Most libraries use their Customer Account Specialist for all their support questions and needs, and we would only be brought in to help answer a question when our particular skills and knowledge would be valuable. However, there are some situations that are complex enough to need a focused meeting with just us. Most of the time we schedule these special meetings over video calls, but occasionally we also even travel to the libraries. We can spend as much as a few days with them. We love helping libraries optimize their systems and it’s amazing how much can be accomplished in a face to face meeting. Why? I think we offer something unique in terms of our support of FOLIO libraries at EBSCO. We have a number of very talented people involved at every step of the implementation and beyond the go-live. Our internal implementation teams are closely aligned and we all have a terrific working relationship with each other. A majority of the implementation and support professionals here, including the LSE team, are librarians or have experience working in libraries. We understand the language of the libraries. We can work to anticipate their specific needs throughout the process, and we’re committed to the libraries’ success.