Jobs

    Customer Support Engineer - Tennessee, United States - Vontas

    Vontas
    Vontas Tennessee, United States

    3 weeks ago

    Default job background
    Description

    SUMMARY: 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 is required to provide assistance, training, and attend meetings, up to 50%.

    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 to support the customer 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 site, and use this knowledge to adapt, configure, and implement the Vontas solutions to produce the best possible product for that customer.

    ESSENTIAL DUTIES AND RESPONSIBILITIES:


    •Supports the external customer(s) and 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.

    QUALIFICATIONS:


    •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.


    •Advanced knowledge of MS Windows and applications (Remote Desktop, Command Prompt,

    PowerShell)


    •SQL Server and/or ORACLE database experience is preferred - query building.


    •Proficiency with MS Office applications.


    •Excellent troubleshooting skills.


    •Proficiency with networking concepts and computer hardware    .


    •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.


    •Must be able to multi-task and manage time effectively to complete multiple competing

    obligations.


    •Must be able to perform manual tasks inside and around transit 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.

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