Senior Engineer, Customer Experience

Job Description

This role provides in-depth, on-site/Remote technical support for management of technical projects and issues associated with Landis+Gyr systems which are assigned by the Landis+Gyr program management team and/or the customer's management team. This role supports a large customer who has deployed L+G AMI and/or other components of the AMI system, such as Infrastructure, monitoring, etc. The Premium Service Manager is responsible for driving resolution to technical issues and engaging and escalating to other departments, including L2, L3, Product Support, Engineering, Infrastructure, and other teams, when applicable. The incumbent is responsible for fully documenting the resolution in internal systems as applicable and for assisting the customer in understanding and implementing the proposed solution. The position requires strong customer service and communication skills, knowledge of utility business functions, and knowledge of the deployed L+G systems.

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 and lab testing support, test script development and execution, AMI lab and test environment support. The Premium Service Engineer will respond to technical inquiries, provide in-depth support to the customer and project teams, and provides network monitoring and troubleshooting.
• Provide reactive/proactive Designated Technical Support to our Premium customers.
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner.
• Provide fault isolation and ensures root cause analysis for technical issues.
• Participate in weekly customer calls supporting the technical issues, includes preparation of presentational items.
• Supports creation of Standard Operating Procedures (SOP) for technical elements of the system that are effective and repeatable Directs and executes system upgrades including the network with new software releases.
• Provides functional and operational enhancement recommendations into the New Product Introduction (NPI) process based on client feedback.
• Directs & implements new firmware, Device Control Word (DCW), and software releases with customer programs.
• Serve as customer's advocate within the group by facilitating escalation of issues through appropriate internal organizations.
• Demonstrate Tier 2 knowledge in operational AMI activities and troubleshooting.
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base.
• Gather and retain customer-specific documentation in a secure location for ease of troubleshooting.
• Candidate should be able to work in 24*7 support model based on rotation of shifts.
• Ability to handle tense/stressful situations regarding service outages and issue resolution.
• Mentor other Premium Service Engineers via training sessions and one on one sharing.
• Supports and adheres to Company's core values.
• Travel will be required to customer sites.

Education & Experience

Required Minimum Level of Education: Bachelor's degree.

Required Minimum Years of Experience: 3+ years.

Desired Education/Experience: MSc or MCA, bachelor's degree in engineering, computer information systems, or related field, plus a minimum of 2 years' experience in technical support in the Utility industry or a closely related field. A combination of education, relevant experience, and previous performance will be taken into account in considering candidates for the position.

Knowledge/Skills/Abilities

Required Skill Set:

• Experience with Windows desktop/server platforms and Unix, Microsoft Office products, PostgreSQL and 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.
• 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.
• Excellent communication, documentation, and customer service skills.

Preferred Skill Set:

• Advanced Landis+Gyr AMI product knowledge with 3+ years' experience.
• Advanced knowledge with Windows desktop/server platforms and/or UNIX, Microsoft Office products, SQL Server and/or Oracle and/or PostgreSQL database management and queries, Networking, and Scripting.

Why Join Us?

At Landis+Gyr, you'll be part of a mission-driven company shaping a more sustainable energy future. We empower our people to grow and thrive in a diverse, inclusive, and innovative environment.

What we offer

• Competitive salary and region-specific benefits.
• Comprehensive development programs including mentorship and training.
• A global culture that values collaboration, innovation, and continuous learning.
• Join us and help create a smarter, greener tomorrow.

Ready to Apply

Take the next step in your career with Landis+Gyr. Apply now to be part of a company making a lasting impact in energy management.

Submit your resume via the 'Apply' link or visit our careers page: https://careers.landisgyr.com/

Please ensure all questions in the application are completed.

If you have the drive and enthusiasm to accept this challenge and to work in a very dynamic, cross functional and international environment, we are looking forward to meeting you. Click apply now.