Technical Consultant
1 week ago
Description - External
What will you be responsible for, exactly?
- Engage with customers to scope, design, document, implement and deliver process scenarios for the operations of the Itron solution deployed at the customer.
- Assist with customer system deployment and solution testing, including identifying and triaging anomalies, and working with Itron Customer Support and Engineering where necessary to resolve identified issues.
- Execute and manage day to day tasks and processes
Major processes will include:
tracking network and endpoint device provisioning processes, monitoring daily network and device performance, job completion, and events.
- Document and escalate issues that cannot be resolved on site. Escalation will include using Itron Customer Support for support issues and the involvement of Product Management and Engineering as appropriate.
- Document root cause analysis for significant failures.
- Serve on customer core teams to aid in the customer's understanding of Itron product capabilities to support future enhancements.
- Contribute to the Services and Global Delivery culture by actively participating in the evolution of best practices, tools and processes.
- This role will be required to service multiple customers throughout the APAC region, requiring considerable travel (50%)
- Strong verbal and written communication skills with the ability to communicate complex ideas and designs to both technical and nontechnical staff
- Proven ability to multitask and participate in a handson manner
- Proven ability to work in a collaborative manner with an extended team of peers to ensure customer requirements are fully satisfied
- Strong team mentality
- Customerservice orientation
- Strong technical expertise with excellent communication and customer service skills, flexibility, and a willingness to assist and research to exceed the customer needs and expectations
- Preference to working in a fastpaced, teamoriented environment.
- Selfmotivation; able to demonstrate initiative and risktaking
Qualifications and experience:
- Requires minimum of a Bachelor of Science degree or equitable degree plus work experience in Computer Science, Engineering, or similar technical discipline.
- 5+ years of customer service operations; utility or similar critical systems operations experience preferred.
- Proven ability to manage customer relationships and accounts; experience interacting with large companies which require interacting with and managing requirements and input from individuals in multiple departments.
- Handson experience with process development, documentation, and execution.
- Database experience is a bonus
- Solid understanding of communications networks, including TCP/IP and IPv
- Experienced with the Microsoft Office Suite.
- Experience with any Itron solutions, IoT devices or networks is a bonus
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