Technical Support Engineer Job in Santa Barbara 93117, California US
Sensus is a leading utility infrastructure company, providing smart grid communications, distribution automation and smart metering technologies that enable electric, gas and water utilities to better measure, manage and control critical resources. Our smart grid communications network provides the backbone that allows utilities to enable a host of demand response; home area networking and efficiency programs that help consumers practice intelligent resource consumption. With nearly 10 million smart endpoints deployed, Sensus is helping utilities build their smart grids for electric, water and gas.
Job Description
Sensus USA seeks to hire a Technical Support Engineer who will be part of the Technical Services group that provides AMI/AMR software/hardware and technical support for the three main utility markets (electric/gas/water) in North America served by Sensus USA. This position will perform 1st tier/triage technical support for software/hardware and phone/onsite technical support in water/gas/electric utility markets.
Essential Functions
· Perform software/hardware phone support and on-site support (on as needed basis), on AMR/AMI systems.
· Primary functions include telephone support of these products with a thorough understanding of our commitment to response times, call escalation procedures, and customer satisfaction.
· The Technical Support Engineer participates in the day-to-day operations of handling Technical Service requests from Sales, Distributors, PM, and external customers using AMR/AMI systems with the expectancy of a minimum of 8 to 10 support calls a day.
· The technician will resolve the customer's issues via their past experience, their current working knowledge, or by using the knowledge management tool within SensusCare/Test Track Pro.
· Excellent customer service / communications skills and demeanor, in conjunction with working well with other people within the group, and the other Sensus departments.
Job Requirement
Requirements:
· This position requires 2-7 years of previous experience in a technical support role
· This position requires experience with some or all of the following: web applications, UNIX/Linux commands/scripts, MySQL, SQL and basic SQL commands, as well as network troubleshooting.
· The position requires travel up to 25 % of the time for any project support, field support issues, or internal trainings
· Must be flexible to work the non-standard hours Monday thru Friday and will have a rotating on-call schedule.
· Excellent verbal and communications skills required for phone support of software/hardware products.
· This position requires a self-starter and someone who takes the initiative on issues with minimal supervision.
Education and/or Certifications:
· Degree in computer science, network administration or electrical engineering or equivalent work experience is required.
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