Technical Implementation Engineer I Technical Implementation Engineer I
About The Position
The Technical Implementation Engineer I serves as an initial escalation point for technical issues that are complex in nature which are escalated from the program support teams. The position provides in-depth technical support by working across departments including Development, Engineering, SQA, Product Management, and Project Management. The Technical Implementation Engineer is responsible for driving a resolution to these technical issues, fully documenting the resolution in CRM, and cross-training other departments. If technical issues cannot be resolved, the Technical Implementation Engineer I is expected to gather sufficient detailed technical information before escalating to the Engineering/Tier IV team. In addition, the position requires strong customer service skills and knowledge of utility business functions to support the Technical Implementation Manager with the deployment of company solutions for customers.
Requirements
- Strong analytical skills; able to complete methodical root cause analysis and troubleshoot technical issues
- Highly adaptable in a dynamic work environment
- Accustomed to working in an environment driven by high standards for service and system delivery
- Excellent team player; self-starter with the ability to work unsupervised
- Excellent written and oral communication skills
- Strong customer communication and service skills
- Ability to plan and maintain schedules.
- Demonstrate good judgment in selecting methods and techniques for solving problems and obtaining solutions.
- Self-motivated, proactive, able to work under stressful conditions.
- Demonstrate customer focus with proven ability to resolve customer issues appropriately.
- Ability to multitask and prioritize.
- Ability to travel approximately 25%.
- Act as the liaison to the other business units within Landis+Gyr, as needed, to resolve and follow through on issues / defects.
- Bachelor of Science degree required
- Experience in working with solutions involving both software and hardware
Nice To Haves
- Experience with Oracle or SQL Server database a plus
- Experience with wireless technologies is a plus
- Background in software quality testing desired
- Utility domain knowledge preferred
- Experience with Windows desktop/server platforms and/or Unix, Networking and Scripting is a plus
- Utility operations experience is a plus
Responsibilities
- Owns test environments and test lab to support the deployment organization
- Create relevant use case scenarios and appropriate solutions to demonstrate how the GridStream system operates and supports improvements to the customer-facing test suite
- Support System Acceptance Testing (SAT) for new customer deployments
- Support manufacturing resources in First Article Testing (FAT) and monitor FAT processes
- Lead creation of standard operating procedures and solutions for technical elements of the system that are effective and repeatable
- Adhere to formal change control processes
- Develop subject matter expertise in two-way electric AMI technology, from head-end software to the field endpoints
- Ensure CRM tickets are full documented and resolved or escalated to appropriate support tier, within SLA guidelines
- Proactively follow through on all technical issues worked to ensure items are addressed accurately and promptly
- Support software installation activities for new releases and provide post-implementation support.
- Test and support beta versions of software and identifies gaps in technical documentation such as release notes
- Participate in response teams for root cause analysis of system problems identified in the deployment of company solutions
Benefits
- employees are offered a comprehensive and competitive package of benefits including medical, dental and vision coverage, life insurance, and a 401(k)-retirement plan featuring a generous company match incentive
- three (3) weeks of Paid Time Off (PTO) as well as eleven (11) paid holidays
- tuition reimbursement program
- optional pet insurance
- supplemental medical coverage
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
