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Technical Product Specialist II

Landis+Gyr is a leading global provider of integrated energy management solutions. We measure and analyze energy utilization to generate empowering analytics for smart grid and infrastructure management, enabling utilities and consumers to reduce energy consumption. Our innovative and proven portfolio of software, services and intelligent sensor technology is a key driver to decarbonize the grid. Having avoided more than 9 million tons of CO2 in FY 2021 and committed to achieve carbon neutrality by 2030, Landis+Gyr manages energy better – since 1896. 
With sales of USD 1.5 billion in FY 2021, Landis+Gyr employs around 6,500 talented people across five continents.

 

The Technical Product Specialist II serves as an escalation point for technical issues that are complex in nature which are escalated from the program support teams as well as internal teams. The position provides in-depth technical support by working across departments including Development, Engineering, SQA, Product Management, and Project Management. The Product Specialist is responsible for driving a resolution to these technical issues, fully documenting the resolution 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 Program 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.

 

Primary Responsibilities:

  • Owns test environments and test lab to support the deployment organization
  • Create relevant use case scenarios and appropriate solutions to demonstrate how the GridStream, Meter Data Management, Advanced Grid Analytics, or Advanced Load Management system operates and supports improvements to the customer-facing test suite
  • Support System Acceptance Testing (SAT) for new customer deployments
  • Lead creation of standard operating procedures and solutions for technical elements of the system that are effective and repeatable
  • Adhere to formal change control processes
  • Develop subject matter expertise in more than one technical domain:
    • two-way electric AMI technology, from head-end software to the field endpoints
    • Meter Data Management System from head-end to Customer Information System
    • Advance Grid Analytics data model and key modules
    • Advance Load Management including Demand Response and Demand Manager
  • Ensure CRM tickets are full documented and resolved or escalated to 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 opportunities and product improvements.
  • Test and support beta versions of software and identifies gaps in technical documentation such as release notes.
  • Participate in 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.
  • Work with limited direct supervision.

 

Education and Experience (include required Certifications, if any):

  • Bachelor of Science degree in Engineering or Computer Science required with 2 to 5 years of related experience
  • Experience in working with solutions involving both software and hardware 
  • Utility operations experience is a plus
  • Experience working closely with customers is preferred
  • Technical and Process certifications are 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 and maintain schedules  
  • Demonstrate good judgment in selecting methods and techniques for solving problems and obtaining solutions
  • Experience with Oracle or SQL Server database a plus
  • 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
  • Utility domain knowledge preferred.
  • Experience with Windows desktop/server platforms and/or Unix, Networking and Scripting is a plus
  • Ability to multitask and prioritize
  • Ability to travel approximately 25%, including international travel.

 

Meet the team - see what your future colleagues think of Landis+Gyr as an employer.

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Job Title:  Technical Product Specialist II

Requisition ID:  15986
Location: 

Alpharetta, GA, US

Workplace Type:  Hybrid
Career Level:  Experienced
Date Posted:  Aug 5, 2022


Nearest Major Market: Alpharetta
Nearest Secondary Market: Atlanta

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