Technical Product Specialist II

Landis+Gyr•Milton, GA

52d•$72,614 - $89,569•Onsite

About The Position

The Technical Product Specialist II serves as an escalation point for technical issues that are complex in nature which are escalated from the program support teams as well as internal teams. The position provides in-depth technical support by working across departments including Development, Engineering, SQA, Product Management, and Project Management. The Product Specialist is responsible for driving a resolution to these technical issues, fully documenting the resolution in CRM, and cross-training other Product Specialist. In addition, the position requires strong customer service skills and knowledge of utility business functions to support the Program Manager with the deployment of company solutions for customers. The role also supports the company test environments and test lab and the associated suite of test cases and tests beta versions of company products to provide feedback to Engineering teams.

Requirements

High degree of analytical skills; able to complete methodical root cause analysis
Excellent written and oral communication skills
Self-motivated, proactive, able to work under stressful conditions
Demonstrate customer focus with proven ability to resolve customer issues appropriately.
Strong customer communication and service skills
Bachelor of Science degree in Engineering or Computer Science required with 2 to 5 years of related experience
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
Experience working closely with customers is preferred
Technical and Process certifications are 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, Meter Data Management, Advanced Grid Analytics, or Advanced Load Management system operates and supports improvements to the customer-facing test suite
Support System Acceptance Testing (SAT) for new customer deployments
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 more than one technical domain: two-way electric AMI technology, from head-end software to the field endpoints; Meter Data Management System from head-end to Customer Information System; Advance Grid Analytics data model and key modules; Advance Load Management including Demand Response and Demand Manager
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.
Identify and support process improvement opportunities and product improvements.
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.
Supports and adheres to Company’s core values.
Performs other duties or responsibilities as assigned or required.
Supports and adheres to Company’s Code of Conduct and Ethics Policy.
Represents Company in a positive, professional manner when working with both internal and external customers.
Act as the liaison to the other business units within Landis+Gyr, as needed, to resolve and follow through on issues / defects.
Work with limited direct supervision.
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
Ability to plan and maintain schedules.
Demonstrate good judgment in selecting methods and techniques for solving problems and obtaining solutions.
Ability to multitask and prioritize.