Product Support Specialist I (2012282) at Lenexa

Job Description

Serve as the initial escalation point and provide in-depth support for technical incidents/problems which are escalated from the Service Desk. These are difficult and/or critical in nature, time consuming, above the level of expertise in the Service Desk. The Product Support Specialist is responsible for driving these technical incidents/problems to resolution via automation, full system support and analysis; fully documenting the resolution; and cross training the Service Desk team.

Product Support works directly with other departments within the organizations, such as Development, Engineering, SQA, and Product Management. The Product Support Specialist is required to have in-depth knowledge of 1 to 3 aspects of an L+G software and hardware product, understanding of L+G business and customers business functions, and superior customer service and troubleshooting skills.

• Escalation point for the Service Desk.
• Custom training for the Service Desk for recurring problem identification, troubleshooting techniques and general product knowledge.
• Responsible for problem management.
• Ensure CRM tasks are fully documented and resolved or escalated to Development within SLA guidelines.
• Lead simple to medium complexity technical and process improvement projects that will increase productivity, customer service, system stability, etc.
• Provide end-to-end troubleshooting of the Landis+Gyr AMR systems.
• 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.
• Adhere to the formal Change Control Process.
• Implement emergency fixes for critical issues.
• Execute installation activities for releases as necessary and provide post-implementation support.
• Act as a Liaison to the other business units within Landis+Gyr such as Software Development/Engineering/Testing.
• Work with the other business units within Landis+Gyr to enhance its product line.
• Assist in running Beta/pilot programs.
• Provide 24/7 on-call support on a rotational basis.
• Represent Customer Operations and L+G in a positive, professional manner when working with both external and internal customers.
• Work 85% independently.
• Travel up to 25%.
• Maintain individual education and professional development plan including annual goals.
• supports and adheres to companys core values.
• Performs other duties or responsibilities as assigned or required.

Job Requirements

• Experience with Windows desktop/server platforms and/or Unix, Microsoft Office products, SQL Server and/or Oracle database management and queries, Networking, and Scripting
• 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 and with a team
• Ability to lead projects/activities
• Ability to multitask and prioritize
• Excellent communication, documentation, and customer service skills

Experience Required

• Bachelors Degree in electronics, computer science, or related field.
• Plus a minimum of 2-4 years experience in customer service, technical support in related field, or utility industry.
• An equivalent combination of education and experience will be acceptable.

Country: USA, State: Kansas, City: Lenexa, Company: Landis+Gyr.