Customer Engineer - Boston Metro

Vontas•United States - MA, MA

2d•Hybrid

About The Position

A Customer Engineer is the primary technical consultant for one or more customers. They provide technical assistance, including troubleshooting and developing upon the CAD/AVL systems clients currently in use. They must keep up to date on the latest technological developments in order to better advise transit agencies on the most effective way to utilize the software and its associated hardware. The equipment and software which a Customer Engineer works with is oftentimes complex and highly specialized. The Customer Engineer will act as a front-line consultant for major issues, as well as coordinating with the other internal teams to support the customer on the implementation of new products. Upgrading and patching software is another function of this position. The work of a Customer Engineer is customer-facing, they must be professional and have strong communication skills. Understanding of the client’s needs as a Transit Agency is a must. A successful Customer Engineer will seek to gain a deep understanding of the processes in place at their assigned client sites, and use this knowledge to adapt, configure, and implement the Vontas solutions to produce the best possible product for their customers.

Requirements

Excellent written and verbal communication skills. Must produce job related documentation in the form of reports. Skilled at tailoring communication style to suite audience, ensuring understanding and fostering positive relationships. This position is very visible to the customer and must maintain a high level of professionalism.
Travel up to 50% of the time (including domestic and international), for customer site visits, training and meetings.
Travel to Vontas Head Office, as needed.
Strong consulting and troubleshooting skills
Proficiency with networking concepts and computer hardware.
Ability to self-learn and seek out knowledge on new systems, including other 3rd party systems that may be in place at a customer site.
Ability to adapt to new technologies and stay current with developments in software and hardware.
Proficient in Microsoft Office Suite and related software(s).
Positive attitude.
Must be able to multi-task.

Nice To Haves

SQL Server and/or ORACLE database experience is preferred.
Knowledge of advanced MS Windows\Server and application experience including remote desktop, command prompt and PowerShell.
Knowledge of the Public Transportation Industry, specifically with CAD/AVL, preferred but not required.

Responsibilities

Supports the external customer(s) as well as Vontas staff with problem tracking, resolution, and escalation
Coordinate and conduct in person and remote (Zoom, Teams) customer meetings and training as needed.
Keep customer informed of problem status and resolution
Review all current outstanding cases with customers on a weekly or bi-weekly basis.
Support onsite vehicle support of onboard hardware and software solutions
Manage and maintain all aspects of the maintenance agreements with assigned clients
Create development reports, FAQs and knowledge base articles
Coordinate and install standard upgrades and patches as necessary
Lead workflow process and software configuration sessions with customers
Deliver training to customers as needed
Prioritize and balance competing issues based on urgency (internal and external) and length of time outstanding
Available for remote support after hours in an on-call rotation (compensated)
Conduct property assessments to determine the health of the overall CAD/AVL system as well as feature usage by the users. Document customer processes and consult on improvements for better adoption of the current system.