- Provide support during customer onboarding, initial training, and remote support for project kick-off and new sensor deployments for existing and new customers.
- Supervise and ensure the correctness of sensor installation and onboarding and completeness of powertrain models.
- Work with engineering to ensure relevant anomaly detection AI/ML models are appropriately deployed for all monitored assets.
- Review alerts and alarms raised by the APM/PdM platform, prepare customer reports, and run customer meetings to review actionable advisories generated by our APM/PdM platform.
- Demonstrate leadership and problem-solving skills in engaging customers. Develop and maintain a positive rapport with customers, channel partners, and Shoreline/customers' contractors while delivering consulting and advisory services.
- Serve as a leader and equally effectively as a participant on assigned teams,
- Conduct customer user training throughout the life-cycle of APM/PdM contracts,
- Work closely with customers' key stakeholders to maintain good visibility of delivered value from our program. Lead customers'/internal key stakeholders in developing success stories for internal and external publications.
- Work with customers to develop discipline about alarm-management actions for alerts/alarms our platform raises.
- For pilot projects, develop project-success criteria and work closely with customers' stakeholders to ensure that key performance criteria are met within project timelines.
- Help create customer-training materials for different aspects of deployment and usage of our APM/PdM platform.
- Support and improve materials and tutorials available on Shoreline helpdesk. Respond to, track, and manage the assigned help-desk tickets based on response guidelines set in our help-desk platform.
- Based on customer feedback, work with Engineering to improve automated anomaly detection models continuously.
- Experienced Plant / Machinery / Reliability / Maintenance engineer with 8+ yrs for 4-year college degree (preferred) Mechanical Engineering.
- Critical prerequisite: ISO Category III or IV Vibration Analyst Certificate. It will be considered a substantial advantage if you've worked in the industry as a Vibration Analyst and/or RCM/PdM Engineer / Manager.
- High familiarity with design, operations, and/or maintenance of rotating/reciprocating plant machinery equipment will be a plus.
- High proficiency in using computer software, with experience in using, deploying, and/or supporting Condition Monitoring / Vibration Analysis Software, CMMS/RCM systems, and/or similar cloud-hosted industrial applications in industrial maintenance and/or operations.
- Demonstrated, exceptional data analysis skills will be considered a plus.
- Highly proficient in interacting, influencing, and guiding internal and external stakeholders, with excellent written and verbal communication skills.
- Must have a valid driver's license in good standing.
- Ability, willingness, and availability to deliver as per tight schedules.
- Ability and willingness to travel up to 20 – 30% of the time in North America.
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Senior Customer Tech. Support Engineer - Campbell, United States - Shoreline AI
2 weeks ago
Description
Senior Customer Tech. Support Engineer (Vib Analyst level 3+) based in USA
Shoreline AI: Here at Shoreline AI, we are revolutionizing Industrial Asset Performance Management (APM). Shoreline AI's patented, AI/ML-driven, fully cloud-managed Asset Performance & Predictive Maintenance (APM/PdM) Software & Smart sensor Platform requires no expensive experts to deploy, no upfront CapEx costs, and no data-scientists; to operationalize within minutes per asset, thereby delivering powerful machine-specific analytics with unmatched ease.
Learn more about us at www.ShorelineAI.US
Shoreline's highly secure, 100% subscription-based approach creates unprecedented APM/PdM economics for a wide variety of industrial plant equipment, delivering a revolutionary solution for Asset Performance Management and Energy Optimization that scales easily for our newest applications like VOC/Methane emissions monitoring.
We serve customers in a variety of industry segments including, but not limited to O&G, Energy, Utilities, General Manufacturing, Pharma, F&B, Chemicals, PetChem & Plastics, Buildings & HVAC, Water & Water-water, etc.
We are hiring SMEs in PdM, Machinery Health Monitoring, Vibration Analysis and Asset behavior & performance analytics to further strengthen our support services offerings.
Multiple positions open inUSA , preferably San Jose area, CA. and/or Houston, Tx AND in India, preferably Pune.
Job Responsibilities: Own and lead all aspects of customer service support for our APM/PdM Cloud platform to ensure customer success with high ROI. These would include:
Qualifications & Experience.
Shoreline AI is a Silicon Valley start-up, fast-paced and highly energized by success. Several Fortune 500 customers are already using our technology successfully.
We offer participation in the company equity award/ownership program.
We provide a positive, encouraging, and highly engaged work environment built around excellent, exceptional customer centricity while maintaining our employees' personal well-being and work-life balance.
Shoreline AI offers best-in-class benefits and cares about overall well-being of our employees. We offer comprehensive healthcare options to fit your needs, and added benefits include company-paid life insurance, STD, LTD. Supplemental benefits include critical illness coverage, optional personal life/accident insurance for self, spouse & children; and much more. You may participate in our 401K program, including employer contributions.
We celebrate Diversity and excel at Teamwork in the Workplace. At Shoreline, we strive to embed Diversity, Equity, and Inclusion in everything we do. By developing a culture of belonging, our people flourish, leading to an inclusive, equitable environment that promotes leadership, initiative, engagement, innovation, and continuous improvement.
This role reports to the Global VP of Customer Support Services
