Customer Support and Field Technician

Xylem•Middletown, NJ

1d•Hybrid

About The Position

Xylem Services USA LLC’s Middletown, CT office seeks a Customer Support and Field Technician to respond to customer telephone or email inquiries for technical support about HYPACK software and related hydrographic surveying equipment. Duties also include: (i) troubleshooting and resolving customer support inquiries; (ii) documenting customer cases, product complaints, and software issues; (iii) authoring knowledge articles to be shared with the customer base through newsletter or other clients’ social media; (iv) providing after-hours support to assist with customer inquiries. Evaluate and test the equipment and technology to be sold in the Latin America region. Present new development ideas for solutions in dredges, new equipment integrations and new hardware. Prepare and submit accurate and timely field service reports. Serve as the subject matter expert and product manager for new hardware system developments. Telecommuting permitted on a hybrid schedule as determined by the employer.

Requirements

Bachelor’s degree (or foreign equivalent degree) in Engineering (any), Project Management, or a related field or a related field plus two (2) years of related work experience as a Telecommunications Engineering Specialist or a related occupation.
Two (2) years of experience with/in: educating customers about HYPACK software package
Two (2) years of experience with/in: Industry or government experience in hydrographic surveying
Two (2) years of experience with/in: Providing technical support to HYPACK software customers and end users
Two (2) years of experience with/in: operating and troubleshooting equipment and sensors used by customers
Two (2) years of experience with/in: developing HYPACK user manual and video tutorials
Two (2) years of experience with/in: testing and integrating with hydrographic and dredging equipment
Managing user support requests using Kayako
Managing software bugs and order workflows using Jira
Proposing new development ideas using Aha
Communicating with the developers Confluence

Responsibilities

Troubleshooting and resolving customer support inquiries
Documenting customer cases, product complaints, and software issues
Authoring knowledge articles to be shared with the customer base through newsletter or other clients’ social media
Providing after-hours support to assist with customer inquiries
Evaluating and testing the equipment and technology to be sold in the Latin America region
Presenting new development ideas for solutions in dredges, new equipment integrations and new hardware
Preparing and submitting accurate and timely field service reports
Serving as the subject matter expert and product manager for new hardware system developments