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Customer Support Engineer L1

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 Landis+Gyr website landisgyr.eu

 

For our Customer Support L1 team based in multiple locations in Poland and the Czech Republic, we are looking for a highly motivated Customer/Technical Support Engineer L1, to fulfil our local customer service agreements. This function pertains to local Poland sales organisation to support L1 incidents raised by a wide range of utility customers utilising L+G's software, systems, applications and communication tools enabling to 'manage energy better'.
 
As a Support Engineer for system software (head-end systems for advanced metering solutions), you provide in-depth support for technical issues which are appropriate fo Service Desk L1 resolution and Technical Sales support (60/40).  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. As part of the duties you will also provide on-site project deployment.
 
In this key role, you will:
Be responsible for providing high quality Level 1 customer service for Landis + Gyr customers in cooperation with relevant internal stakeholders (L2, L3 Research & Development team)
Resolve known and unknown problems with the best ability, case escalation to more senior members of the team, or L2, as appropriate
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
Provide additional information and sample devices for L2/L3 by request
Escalate problems to L2 while remaining responsible for the resolution of the Call
Follow the generic best practices and regulation (like GDPR)
Represent Company in a positive, professional manner when working with both external and internal customers
Perform other services related tasks as assigned

Provide 24/7 On demand (Stand-by) service
Become a project deployment team member (on demand)
Take part in installation and system set-up processes
Implement reports, interfaces, solutions provided by L2/L3
Support Sales in technical offer preparation with best practise system project deployment
 
This expert position requires:
A technical degree/education, e.g. Technician, BSc or equivalent
Experience in HW or SW Engineering 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 Polish and English
Project execution experience
Customer attention and intimacy
 
Preferred location: Katowice, Poland
Alternative locations: Ostrava, Czech Republic / Warsaw, Poland / Poznań, Poland

 

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 L1

Location: 

Katowice, PL

Requisition ID:  13543
Date Posted:  Jun 23, 2022

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