Full Job Description
Job Summary
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.
Key Responsibilities and Accountabilities:
• 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
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.
Education and Experience:
• Bachelor of Science degree required
• Experience in working with solutions involving both software and hardware
• Utility operations experience is a plus
Preferred Qualifications:
• 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
• Experience with Oracle or SQL Server database a plus
• Excellent written and oral communication skills
• Strong customer communication and service skills
• 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
• 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.
Working Conditions/Physical Requirements:
• 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 10 pounds. Ability to sit and view computer screen for long periods of time. The ability to see, hear, & speak in English. Reasonable accommodation is provided for individuals with disabilities to perform the essential functions.
• Personal Protection Equipment/Other OHSA 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 boots, gloves, hearing protection, and others.
As a part of the Landis+Gyr 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 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.
Job Title: Technical Implementation Engineer I
Requisition ID: 22316
Location:
