Technical Support Engineer

2 months ago

Morrisville, United States Sensus Full time

Xylem (XYL) is a leading global water technology company committed to developing innovative technology solutions to the world’s water challenges. The Company’s products and services move, treat, analyze, monitor and return water to the environment in public utility, industrial, residential and commercial building services settings. Xylem also provides a leading portfolio of smart metering, network technologies and advanced infrastructure analytics solutions for water, electric and gas utilities. The Company’s more than 16,500 employees bring broad applications expertise with a strong focus on identifying comprehensive, sustainable solutions. Headquartered in Rye Brook, New York with 2017 revenue of $4.7 billion, Xylem does business in more than 150 countries through a number of market-leading product brands.

The name Xylem is derived from classical Greek and is the tissue that transports water in plants, highlighting the engineering efficiency of our water-centric business by linking it with the best water transportation of all – that which occurs in nature. For more information, please visit us at www.xylem.com.

Sensus, a Xylem brand, helps a wide range of public service providers – from utilities to cities to industrial complexes and campuses – do more with their infrastructure to improve quality of life in their communities. We enable our customers to reach farther through the application of technology and data-driven insights that deliver efficiency and responsiveness. We partner with them to anticipate and respond to evolving business needs with innovation in sensing and communications technologies, data analytics and services. Learn more at sensus.com and follow @SensusGlobal on Facebook, LinkedIn and Twitter.

THE ROLE: Sensus, a Xylem brand, seeks to hire an Entry Level Technical Support Engineer who will be part of the Technical Services group that provides AMI/AMR software/hardware and technical support for the three main utility markets (electric/gas/water) in North America served by Sensus. This position will perform 1st tier/triage technical support for software/hardware and phone/onsite technical support in water/gas/electric utility markets.

ESSENTIAL DUTIES/PRINCIPAL RESPONSIBILITIES:

  • Perform software/hardware phone support and on-site support (on as needed basis), on AMR/AMI systems. 
  • Primary functions include telephone support of these products with a thorough understanding of our commitment to response times, call escalation procedures, and customer satisfaction.
  • Participate in the day-to-day operations of handling Technical Service requests from Sales, Distributors, PM, and external customers using AMR/AMI systems with the expectancy of a minimum of 8 to 10 support calls a day.
  • Resolve the customer's issues via their past experience, their current working knowledge, or by using the knowledge management tool within Zen Desk.
  • Share knowledge of issue resolutions by contributing written knowledge articles to the knowledge base.
  • Provide excellent customer to the customers.

MINIMUM QUALIFICATIONS: EDUCATION, EXPERIENCE, SKILLS, ABILITIES, LICENSE/CERTIFICATION:

  • Bachelor of Science Degree in computer science, network administration or electrical engineering; or equivalent experience is desirable
  • This position requires experience with some or all of the following: Intermediate UNIX/Linux command line, MySQL, SQL and basic SQL commands, as well as network troubleshooting. 
  • Must be flexible to work the non-standard hours Monday thru Friday and will have a rotating on-call schedule.
  • Excellent verbal and communications skills required for phone support of software/hardware products.
  • This position requires a self-starter and someone who takes the initiative on issues with minimal supervision.
  • Ability to work collaboratively within a team environment of engineers to meet aggressive goals and high quality standards

PHYSICAL DEMANDS:

(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

  • Light lifting (20-25 lbs.), office environment
  • Regularly required to sit or stand, reach, bend and move about the facility

WORK ENVIRONMENT:

(The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

  • Office: Standard office equipment; work usually performed in an office setting free from any disagreeable elements.
  • Standard weekly job hours: 40 hours
  • Travel: 10% or less

EOE/FEMALES/MINORITIES/PROTECTED VETERANS/DISABLED

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