Premium Service Engineer I

Job Description

The Premium Service Engineer I provides in-depth remote support for technical issues which are assigned by the customer. These technical issues are critical in nature and generally time consuming and/or above the level of expertise in the Service Desk. The Premium Service Engineer I is responsible for driving resolution to technical issues, engaging other departments when applicable, and fully documenting the resolution in CRM. If technical issues cannot be resolved, the Premium Service Engineer I is expected to gather sufficient detailed technical information before escalating to the Tier 2 team. The position requires strong customer service and communication skills and knowledge of utility business functions to support the other team members with the support of company solutions for customers.

Key Responsibilities

• Database queries and detailed investigations to support case management.
• Hands-on device management, including network configuration, firmware updates, software update support including Command Center, Radio Shop, and Tech Studio updates, field and lab testing support, test script development and execution, AMI lab and test environment support.
• The Premium Service Engineer will respond to technical inquiries, provides in-depth support to the customer and project teams, and provides network monitoring and troubleshooting.

Company Values

• 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.

Knowledge, Skills, and Abilities

Required Skill Set

• Experience with Windows desktop/server platforms and/or Unix, Microsoft Office products, SQL Server and/or Oracle database management and queries, Networking, and Scripting
• 3-year minimum Landis+Gyr AMI product working knowledge (Command Center, MDMS, or Integration), as Service Desk engineer, TIE, Integration Analyst, or similar.
• High degree of analytical skills; able to complete methodical root cause analysis
• Excellent communication, documentation, and customer service skills

Preferred Skill Set

• Advanced Landis+Gyr AMI product knowledge with 3+ years of experience
• Advanced knowledge with Windows desktop/server platforms and/or UNIX, Microsoft Office products, SQL Server and/or Oracle database management and queries, Networking, and Scripting
• 5 years of experience working on or directly with in a Technical Service Desk setting
• Perl, .NET Framework knowledge

Accountabilities

• Limited decision-making with low impact
• Regular contact with employees, external customers, and/or industry contacts
• Self-motivated, proactive, able to work under stressful conditions.
• Ability to work independently or with a team.
• Ability to lead projects.
• Ability to multitask and prioritize.
• Occasional travel other locations may be required.

Education and Experience

• Bachelor's degree in engineering, computer information systems, or related field
• Minimum of 2 years of experience in technical support in the Utility industry or a closely related field.
• A combination of education, relevant experience, and previous performance will be considered in considering candidates for the position

Working Conditions/Physical Requirements/Safety/PPE/OHSAS

• Working Conditions: Typical indoor office environment with the majority of time spent sitting and working on a computer using keyboard, mouse, and monitor. Occasional use of other devices such as: phone, copier/printer/fax, etc.
• Physical Requirements: Typical office setting. Required to stand; walk; crouch; or handle objects. Lift and/or move up to 25 pounds. Ability to sit and view computer screen for long periods of time. The ability to see, hear, & speak in English. Reasonable accommodations provided for individuals with disabilities to perform the essential functions.
• Personal Protection Equipment/Other OHSAS-18001 Safety Requirements: Ensure the continued efforts and assist in achieving annual goals of health, safety, and environmental policies. Must be current with available OSHA/Safety Training provided by the Company. If required, must be able to work while wearing safety equipment such as hard hats, work boats, gloves, hearing protection, and others.

Landis+Gyr is a global leader in energy management solutions, operating in over 30 countries and headquartered in Switzerland. We are thrilled that you've considered Landis+Gyr to be a part of your professional journey. As a part of the L+G family, 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. Additionally, we offer three (3) weeks of Paid Time Off (PTO) as well as eleven (11) paid holidays. We also offer a tuition reimbursement program, optional pet insurance, supplemental medical coverage and a host of other perks to ensure the health, wellness, and enrichment of our team members.

Pay is in the range of $76,400 - $92,000 per year. The position is eligible for a 401(k) match and consideration for an annual bonus. The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, and certifications or other professional licenses held. All candidates are encouraged to apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We value and encourage diversity in our team. This position is open to all qualified candidates regardless of gender, race, age, disability, sexual orientation, or background. We're committed to shaping a better future for everyone. #EnergizeYourCareer and join us on our journey towards a greener tomorrow.