Equipment Support Specialist of the Technical Op’s Services Technical Support team with focus on effective post commissioning technical support, warranty claim management and customer issue resolution. This role will be responsible for providing world class support to the ES install base customers. The Technical Support Specialist is accountable for managing customer issues to closure both during regular business hours & 24/7 after hours support.
Responsibilities include implementation of all necessary EHS, design standards, procedures, governance and processes required to represent the company as a customer facing Subject Matter Expert (SME). This is a highly networked role that requires an ability to work under pressure, make operational decisions under challenging deadlines. Success in this role requires strong people management and technical skills.
Key Characteristics:
- Able to communicate with fellow Technical Support team, engineering, process & controls groups to ensure issues are recorded and understood to allow uninterrupted customer service
- Highlight chronic issues in product to Product Managers and engineering personnel and assist in implementing solutions
- Able to provide training facilitation to both internal & external customers as a subject matter expert with specific product focus on P&D/Legacy(Ozonia, Aquaray UV, Clarifiers, DAF’s, MBBR etc…) product lines
- Strong focus on customer relationships (both external and internal customers). Understands balance between customer and Veolia teams
Duties & Responsibilities:
- Work closely with Product Management to understand the root cause of the failure, communicate and report on progress with the customer, update Customer Technical Support Cases (CTS) and ensure the technical closure of the case is recorded & validated with the customer
- Organize and drive feedback to engineering and senior management for sustained product and project delivery improvement
- Communicate with fellow Technical Support team members, process & controls groups to ensure cases are recorded and understood to allow uninterrupted customer service
- Lead the resolution of customer complaints and issues throughout a project lifecycle
- Investigate and report cases in the CTS application
- Facilitate client issue resolution and participate in RCA (Root Cause Analysis) teams to identify & resolve systemic issues across the business
- Active participation in Large Issue review meetings, responsible for the project to be completed on budget through tracking all project costs when leading complicated solutions to large issues
- Develop and maintain an in-depth knowledge of all Veolia WTS and service offerings specific to P&D/Legacy Business and related products