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Technical Product Specialist II

Landis+Gyr is a leading global provider of integrated energy management solutions for the utility sector. Offering one of the broadest portfolios, we deliver innovative and flexible solutions to help utilities solve their complex challenges in Smart Metering, Grid Edge Intelligence and Smart Infrastructure. With sales of USD 1.4 billion in FY 2020, Landis+Gyr employees approximately 5,000 people in over 30 countries across five continents, with the sole mission of helping the world manage energy better. More information is available at the Landis+Gyr website landisgyr.com

 

 

Hybrid Role - 2 days remote work

 

The Sr Technical Product Specialist serves as the Subject Matter Expert (SME) for multiple technologies employed within the Landis+Gyr products and services portfolio.  The Senior Product Specialist provides customer interfacing support and remote support for deployment implementation solutions as well as product support/issue resolution.  This position is an escalation point for the Deployment Engineering team members as well as other teams within the Systems Deployment Organization.  The Senior Product Specialist leads trouble shooting efforts that are complex in nature which are escalated from the program support teams as well as internal teams. This position provides in-depth technical support by working across departments including Development, Engineering, SQA, Product Management, and Project Management. The Senior Product Specialist is responsible for driving resolutions to these technical issues, fully documenting the resolutions in CRM, and cross-training other Product Specialist.  In addition, the position requires strong customer service skills and knowledge of utility business functions to support the Product Specialist Manager with the deployment of company solutions for customers.  The role also supports the company test environments and test lab and the associated suite of test cases and tests beta versions of company products to provide feedback to Engineering teams. 

 

Key Responsibilities

 

  • Design/architect and own test environments and test labs to support the deployment organization 

  • Create relevant use case scenarios and appropriate solutions to demonstrate how the GridStream, Meter Data Management, Advanced Load Management and Advanced Grid Analitics systems operates and supports improvements to the customer-facing test suite 

  • Provide direction to team members and continuous improvement to the Support System Acceptance Testing (SAT) process 

  • Lead creation of standard operating procedures and solutions for technical elements of the system that are effective and repeatable 

  • Adhere to and provide direction on formal change control processes 

  • Provide training to Deployment Engineering team members to develop Subject Matter Expertise (SMEs) within the team. 

  • Continuously seek improvements and acquire more expertise in the various technical domains beyond two-way electric AMI technology, such as security, battery storage, microEMS, Home Area Networking, Load Control, water and gas, dual head-end hybrid technology environments, MDMS, etc. 

  • Ensure CRM tickets are fully documented and resolved or escalated to the 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. 

  • Identify and support process improvement efforts and product improvements. 

  • Lead response teams for root cause analysis of system problems identified in the deployment of company solutions.     

  • Act as the liaison to the other business units within Landis+Gyr, as needed, to resolve and follow through on issues / defects. 

 

Education and Experience 

  • Bachelor's degree in Engineering, Computer Science or related field, with 4 to 8 years of related experience or equivalent experience.

  • Experience in working with solutions involving both software and hardware   

  • Utility operations experience is a plus

  • Experience working closely with customers 

  • Technical and Process certifications are a plus

  • Experience with Oracle, SQL Server, Postgres, Mongo database a plus

  • Experience with Windows desktop/server platforms and/or Unix, Networking and Scripting is a plus 

 

Knowledge. Skills, and Abilities

  • High degree of analytical skills; able to complete methodical root cause analysis  

  • 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  

  • Ability to plan, maintain schedules and lead others on technical projects and tasks 

  • Demonstrate good judgment in selecting methods and techniques for solving problems and obtaining solutions 

  • Excellent written and oral communication skills 

  • Self-motivated, proactive, able to work under stressful conditions 

  • Demonstrate customer focus with proven ability to resolve customer issues appropriately 

  • Strong customer communication and service skills 

  • Experience with wireless technologies is a plus 

  • Background in software quality testing desired 

  • Ability to multitask and prioritize  

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

 

If you have the drive and enthusiasm to accept this challenge and to work in a very dynamic, cross functional and international environment, we are looking forward to meeting you. Click apply now.

Job Title:  Technical Product Specialist II

Requisition ID:  13442
Location: 

Alpharetta, GA, US

Workplace Type:  On-site
Career Level:  Experienced
Date Posted:  Jul 25, 2022


Nearest Major Market: Alpharetta
Nearest Secondary Market: Atlanta

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