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Senior Engineer - Product Support

Landis+Gyr is the 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 1.8 billion, Landis+Gyr employs approximately 6,000 people in over 30 countries across five continents, with the sole mission of helping the world manage energy better.

 

 

The Product Support Specialist provides in-depth support for technical issues which are escalated from the Service Desk/L1/Program teams during OTA & ATR phase of the project. These technical issues are critical in nature, time consuming, above the level of expertise in the Service Desk/L1/Program teams, etc. 

The Product Support Specialist is responsible for driving these technical issues to resolution, fully documenting the resolution, and cross training the Service Desk/L1/Program teams. Product Support works directly with other departments within the organizations, such as Development, Engineering, Software Quality Assurance (SQA), and Product Management. The Product Support Specialist is required to have in-depth knowledge of the Company software and hardware products, company business and our customers’ business functions, and superior customer service and troubleshooting skills.

 

         Key Areas of Responsibility / Tasks:

  • Ensure Customer Relationship Management (CRM) tasks are fully documented and resolved or escalated to Development within Service Level Agreement (SLA) guidelines
  • Lead projects that will increase productivity or customer service
  • Provide end-to-end troubleshooting for the deployed products & solutions
  • Provide root cause analysis and recommend solutions for advanced support issues

 

  • Proactively follow through on customer issues to ensure customers concerns are addressed accurately and promptly
  • Implement emergency fixes for critical issues
  • Act as a liaison to the other business units within the Company
  • Work with the other business units within the Company to enhance its product line
  • Provide on call support for 12 hours (0600 to 1800 hrs IST) on rotational basis
  • Install system releases
  • Custom training for the Service Desk/L1/Program teams

   

Masters/Bachelor's Degree in Engineering or equivalent.

Proven ability to multi-task.

Strong interpersonal and communication skills.

Ability to work independently or with a team.

 

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:  Senior Engineer - Product Support

Location: 

Noida, UP, IN

Requisition ID:  1049
Date Posted:  Feb 9, 2021

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