Technical Service Specialist, Senior
Prague, CZ
před 6 dny

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

For our EMEA Customer Service function, we are looking for a highly motivated Senior Service Specialist, L2, to fulfil our local and regional customer service agreements, located in Prague or Ostrava, Czech Republic, or Bratislava, Slovakia.

As Senior Service Specialist for system software (head-end systems for advanced metering solutions, namely Converge), you provide in-depth support for technical issues which are escalated from the Service Desk / L1 teams.

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.

In this key role, you will :

Responsible for providing high quality Level 2 customer service for Landis + Gyr customers together with internal stakeholders

Resolve known and unknown problems with the best ability, case escalation to L3 in case of required

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

Provides additional information and sample devices for L3 by request

Escalate problems to L3 while remaining responsible for the resolution of the Call

Follow the generic best practices and regulation (like GDPR)

Be Responsible for implementation of Services in After Sales phase (post Roll Out) as contracted by Customers

Lead development projects e.g. process development

Provide guidance and coaching for other team members including other departments

Take ownership for highly technical application and software trainings for customers which cannot be covered by Corporate Trainers due to deep technical expertise

Acts as a deputy for Service Manager e.g. during holidays (if agreed)

Represent Company in a positive, professional manner when working with both external and internal customers

This expert position requires :

A technical degree / education, e.g. Technician, BSc or equivalent

Proven track record as a HW or SW Engineer 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 English (Czech or Slovak are of a big advantage)

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