Support Engineer
Company: Derceto, Inc.
Base Location: United States of America
Reports to: Vice President of Sales
1 Purpose
The purpose of the position is to assist primarily in the areas of installation of optimization solutions, customer training, support request management and first/second level support.
2 Responsibilities
„X Become involved with customer projects at kick-off and data gathering meetings as required acting as the local coordinator for customer activities during implementation project.
„X Assist the Project Delivery Team with coordination of factory acceptance testing (FAT), on-site installation of Derceto software and system handover to the customer.
„X Carry primary responsibility for customer training both ahead of and during on-site installation of Derceto software through to site acceptance testing (SAT) and ongoing support & maintenance.
„X Manage all service requests (SRs) submitted by customers in USA and Canada, ensure SRs are properly logged, SRs are appropriately categorized & allocated for resolution, inform customer of action being taken and update customer when SR is closed out.
„X Provide first level support and advice services via telephone, email, website, remote access and, when requested, on-site service calls. Pass on higher level SRs to appropriate Derceto team for resolution.
„X Use the company¡¦s task management, change request and configuration management systems.
„X Maintain regular customer contact post-implementation and assist with the management of ongoing Support and Maintenance Agreements.
„X Provide on-site support as required, e.g. to install and test revised versions of Derceto software.
„X Collect customer feedback and other electronic data on outcomes, e.g. records of actual savings achieved, graphs of results etc.
„X Prepare and present papers discussing results at conferences either on own or with customer or support of VP of Sales.
Although it is anticipated that these activities will be core in this role, this will change from time to time according to company requirements, and we expect that you would contribute to the broader scope of activities that Derceto, Inc. is involved in.
3 Requirements
The holder of this position is required to possess the following qualifications, experience and attributes:
„X Tertiary qualifications in engineering (BS in computer, electrical, mechanical or the like), alternatively considerable practical experience (15+ years).
„X Approximately 5 years or more experience in SCADA/Systems Integration field with appropriate experience in solving real-worlds problems, particularly in the water/wastewater sectors.
„X A senior support engineer role would have a greater level of experience than above with proven high level performance. A junior support engineer role would be from graduation through to achieving the required experience levels and/or demonstrating proven performance.
„X A people person who is self-confident, has good interpersonal skills and able to communicate with all levels within company and customer organizations.
„X Training experience, ability to organize a training agenda and execute it to clients' satisfaction
„X Software knowledge of graphics, SCADA and server networks/instrumentation and signals sufficient to assist with installation of software, fine tuning of operations and problem resolution.
„X Troubleshooting personality, when needed, has the skills to do problem identification and work with higher level technical support to install and test patches, fixes
„X Willingness and ability to handle demanding travel schedule of 50-60% up to 75%.
„X Strong client focus, this person will be a vital link in ongoing interaction with clients to ensure best utilization of Derceto for energy cost savings and operational success.
„X Good team player with ability to organise own work, plan ahead and follow efficient working practices. Responsible and professional approach in meeting important deadlines and being responsive to client requests.
4 Authorities
The holder of this position is required and is authorized to carry out the listed responsibilities within the constraints as following:
„X Execute responsibilities listed under Section 2 of this Position Description under the general direction of the Vice President of Sales and/or General Manager.
„X Sign own general correspondence and communications in relation to execution of the listed responsibilities.
„X Incur on behalf of the company, in the course of executing agreed activities as per the above, travel, accommodation and general operational expenses up to limits set by the company from time-to-time (claims for such expenses to be submitted according to company procedures).
„X Sign specifications, reports and other documents, after completion of a peer review, in accordance with necessary directions or approvals given by DINC Officers and/or Directors.
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