Senior Engineer, Product Support

Job Description

Landis+Gyr is a leading global provider of integrated energy management solutions. We measure and analyze energy utilization to generate empowering analytics for smart grid and infrastructure management, enabling utilities and consumers to reduce energy consumption. Our innovative and proven portfolio of software, services and intelligent sensor technology is a key driver to decarbonize the grid and helped to avoid around 9 million tons of CO2 in FY 2023. With sales of USD 2.0 billion in FY 2023, Landis+Gyr employs around 6,900 talented people across five continents.

For more than a century, we've been pioneers in energy innovation, and we continue to lead the way toward a more sustainable and efficient energy landscape.

Join us at Landis+Gyr, where we manage energy better!

The Product Support Specialist provides in-depth support for technical issues which are escalated from the Service Desk/L1/Program teams during OTA & ATR phase of the project. These technical issues are critical in nature, time consuming, above the level of expertise in the Service Desk/L1/Program teams, etc.

The Product Support Specialist is responsible for driving these technical issues to resolution, fully documenting the resolution, and cross training the Service Desk/L1/Program teams. Product Support works directly with other departments within the organizations, such as Development, Engineering, Software Quality Assurance (SQA), and Product Management. The Product Support Specialist is required to have in-depth knowledge of the Company software and hardware products, company business and our customers’ business functions, and superior customer service and troubleshooting skills.

Key Areas of Responsibility / Tasks

• Ensure Customer Relationship Management (CRM) tasks are fully documented and resolved or escalated to Development within Service Level Agreement (SLA) guidelines
• Lead projects that will increase productivity or customer service
• Provide end-to-end troubleshooting for the deployed products & solutions
• Provide root cause analysis and recommend solutions for advanced support issues
• Proactively follow through on customer issues to ensure customers concerns are addressed accurately and promptly
• Implement emergency fixes for critical issues
• Act as a liaison to the other business units within the Company
• Work with the other business units within the Company to enhance its product line
• Provide on call support for 12 hours (0600 to 1800 hrs IST) on rotational basis
• Install system releases
• Custom training for the Service Desk/L1/Program teams

Qualifications

• Masters/Bachelor's Degree in Engineering or equivalent.
• Proven ability to multi-task.
• Strong interpersonal and communication skills.
• Ability to work independently or with a team

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