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Customer Engineer

3 months ago

Iowa City, United States Vontas Full time
Job Summary:
A Customer Engineer is the primary technical consultant for one or more customers. They provide technical assistance, including troubleshooting and developing upon the CAD/AVL systems clients currently in use. They must keep up to date on the latest technological developments in order to better advise transit agencies on the most effective way to utilize the software and its associated hardware.
The equipment and software which a Customer Engineer works with is oftentimes complex and highly specialized. The Customer Engineer will act as a front-line support and solution consultant for major issues, as well as coordinating with the other internal teams on the implementations of new products. Upgrading and patching software is another function of this position.
The work of a Customer Engineer is customer-facing, they must be professional and have strong communication skills. Understanding of the client's needs as a Transit Agency is a must. A successful Customer Engineer will seek to gain a deep understanding of the processes in place at their assigned client sites, and use this knowledge to adapt, configure, and implement the Vontas solutions to produce the best possible product for their customers.
Vontas is currently seeking a Customer Engineer for the North American market. This position is remote eligible or can be located at the head office in the Cedar Rapids, IA location. Travel to customer sites will be required to provide assistance, training, and attend meetings, up to 50%.

Job Description:

ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Supports the external customer(s) as well as Vontas staff with problem tracking, resolution, and escalation.
  • Coordinate and conduct in person and remote (Zoom, Teams) customer meetings and training as needed.
  • Keep customer informed of problem status and resolution.
  • Review all current outstanding cases with customers on a weekly or bi-weekly basis.
  • Manage and maintain all aspects of the maintenance agreements with assigned clients.
  • Create development reports, FAQs and knowledge base articles.
  • Coordinate and install standard upgrades and patches as necessary.
  • Lead workflow process and software configuration sessions with customers
  • Prioritize and balance competing issues based on urgency (internal and external) and length of time outstanding.
  • Available for remote support after hours in an on-call rotation (compensated)
  • Support delivery team projects as a technical resource.
  • Conduct property assessments to determine health of the overall CAD/AVL system as well as feature usage by the users. Document customer processes and consult on improvements for better adoption of current system.
  • Travel to the Vontas Head Office may be required as needed.
  • Travel up to 50% to client sites.
QUALIFICATIONS:
  • Knowledge of the Public Transportation Industry, specifically with CAD/AVL, preferred but not required.
  • Advanced ability to self learn and seek out knowledge on new systems. Including other 3rd party systems that may be in place at a customer site.
  • Advanced knowledge of MS Windows and applications (Remote Desktop, Command Prompt, PowerShell)
  • SQL Server and/or ORACLE database experience is preferred.
  • Proficiency with MS Office applications.
  • Excellent troubleshooting skills.
  • Proficiency with networking concepts and computer hardware.
  • Excellent consultant skills required. A Customer Engineer must be able to map out customer processes and apply them to the systems being put in place, merging our processes with the customer processes.
  • Positive attitude.
  • Must be able to multi-task and manage time effectively to complete multiple competing obligations.
  • Must be able to travel to and from Canada.
  • Must be able to perform manual tasks inside and around CAD/AVL vehicles and hardware with moderate walking of customer facilities.
DECISION MAKING: Must be a self-starter. Able to work alone and as part of a team.

COMMUNICATION SKILLS: Must possess excellent written and verbal communication skills. Must produce job related documentation in the form of reports. This position is very visible to the customer and must maintain a high level of professionalism.

EDUCATION and/or EXPERIENCE: Bachelor's degree in a technical discipline or equivalent experience with proven training in network administration and/or computer programming. Minimum 5 years of related experience.

Disclaimers:
  • All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a threat or risk to the health and safety of themselves or other employees.
  • This job description in no way states or implies that these are the only duties to which will be required in this position. Employees will be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an "at-will" basis.
  • Vontas remains and actively participates as an Equal Opportunity Employer/Affirmative Action Employer.


Worker Type:
Regular

Number of Openings Available:
1

We thank all applicants for their interest; however, only those who qualify for an interview will be contacted. *Professional recruiting agents or consultants need not call.