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Technical Support Engineer

Advertised PositionTitle
Technical Support Engineer
Job Type
Full-Time
Department/Function
Technical Support
Location
Morrisville, NC (RTP)
Hiring Manager
Adrian Thomas (Primary)
Brief Description
Sensus, a Xylem brand, seeks to hire a Technical Support Engineer who will be part of the Technical Services group that provides AMI/AMR software/hardware and technical support for the three main utility markets (electric/gas/water) in North America served by Sensus. This position will perform 1st tier/triage technical support for software/hardware and phone/onsite technical support in water/gas/electric utility markets.
Description
Sensus, a Xylem brand, helps a wide range of public service providers €“ from utilities to cities to industrial complexes and campuses €“ do more with their infrastructure to improve quality of life in their communities. We enable our customers to reach farther through the application of technology and data-driven insights that deliver efficiency and responsiveness. We partner with them to anticipate and respond to evolving business needs with innovation in sensing and communications technologies, data analytics and services. Learn more at sensus.com and follow @SensusGlobal on Facebook, LinkedIn and Twitter.
The Role: Sensus, a Xylem brand, seeks to hire a Technical Support Engineer who will be part of the Technical Services group that provides AMI/AMR software/hardware and technical support for the three main utility markets (electric/gas/water) in North America served by Sensus. This position will perform 1st tier/triage technical support for software/hardware and phone/onsite technical support in water/gas/electric utility markets.
Job Responsibilities:
Perform software/hardware phone support and on-site support (on as needed basis), on AMR/AMI systems.
Primary functions include telephone support of these products with a thorough understanding of our commitment to response times, call escalation procedures, and customer satisfaction.
Participate in the day-to-day operations of handling Technical Service requests from Sales, Distributors, PM, and external customers using AMR/AMI systems with the expectancy of a minimum of 8 to 10 support calls a day.
Resolve the customer's issues via their past experience, their current working knowledge, or by using the knowledge management tool within Salesforce.
Provide excellent customer to the customers.
Requirements:
Bachelor of Science Degree in computer science, network administration or electrical engineering; or equivalent experience is desirable
This position requires experience with some or all of the following: Intermediate UNIX/Linux command line, MySQL, SQL and basic SQL commands, as well as network troubleshooting.
Must be flexible to work the non-standard hours Monday thru Friday and will have a rotating on-call schedule.
Excellent verbal and communications skills required for phone support of software/hardware products.
This position requires a self-starter and someone who takes the initiative on issues with minimal supervision.
Ability to work collaboratively within a team environment of engineers to meet aggressive goals and high quality standards
EOE/Females/Minorities/Protected Veterans/Disabled

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