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Customer Support Engineer, Senior

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.

 

For our EMEA Customer Service function, we are looking for a highly motivated Senior Service Specialist, L2, to fulfil our local and regional customer service agreements, located in Katowice - Poland, Prague/Ostrava - Czech Republic, or Bratislava - Slovakia.

 

As Senior Service Specialist for system software (head-end systems for advanced metering solutions, namely Converge), you provide in-depth support for technical issues which are escalated from the Service Desk/L1 teams. You will act as an interface between customer service teams, sales engineers and our internal experts from R&D, Project & Product Management, and provide support to customers and sales engineers on the best use of our products.

 

In this key role, you will:
Responsible for providing high quality Level 2 customer service for Landis + Gyr customers together with internal stakeholders
Resolve known and unknown problems with the best ability, case escalation to L3 in case of required
Provide information regarding customer incident for R&D (L3) to be able to initiate problem management
Focus on root-cause analysis to resolve a problem
Use remote access systems for investigation and troubleshooting on customer consent
Provide work-around, technical notes and Knowledge Articles
Provides additional information and sample devices for L3 by request
Escalate problems to L3 while remaining responsible for the resolution of the Call
Follow the generic best practices and regulation (like GDPR)
Be Responsible for implementation of Services in After Sales phase (post Roll Out) as contracted by Customers
Lead development projects e.g. process development
Provide guidance and coaching for other team members including other departments
Take ownership for highly technical application and software trainings for customers which cannot be covered by Corporate Trainers due to deep technical expertise
Acts as a deputy for Service Manager e.g. during holidays (if agreed)
Represent Company in a positive, professional manner when working with both external and internal customers

 

This expert position requires:
A technical degree/education, e.g. Technician, BSc or equivalent
Proven track record as a HW or SW Engineer or in the area of Technical Customer Support
A passion for sustainability and eagerness to contribute to our mission to help the world manage energy better
The ability to determine the source of a problem and find an effective solution
A hands-on and customer-focused approach
Strong communication and presentation skills in English (Czech/Slovak/Polish is of a big advantage)

 

Meet us/About us

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:  Customer Support Engineer, Senior

Requisition ID:  12909
Location: 

Katowice, PL

Workplace Type: 
Career Level:  Experienced
Date Posted:  Jul 20, 2022

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