Responsible for investigating customer issues escalated from Customer Support, conducting assessments, leading root cause investigations, and providing technical expertise.
Job Description SummaryYou are responsible for investigating and performing assessment of customer issues escalated from Customer Support Team to Technology, prioritizing Technology technical resources involvement only when required for further investigation. You will work independently and contribute to the immediate team and to other teams across business.Job Description
Essential Responsibilities:
In this role, you will:
- Prioritize Technology involvement in customer issues. Involve technical resources when required for further investigations
- Conduct initial assessment of service information provided about customer issue. Review completeness of the information and ensure enough work has been conducted to collect the data
- Provide investigation steps that the service team should follow to isolate issues and preserve useful evidence
- Conduct preliminary tests or data collection on devices to assess the issue
- Represent technology in cross-functional discussions to provide a technical view of the issue discussed
- Interact with Product Quality, Supplier Quality, Global application and service teams to understand the issues. Where possible, correlate data to existing issues or find trends that may not be evident with simple pareto charts
- Identify gaps in root cause methodology and formulate executive summary for management discussion. Lead 8D investigations as R&D pilot
- Provide technical knowledge to cross functional team so that each department can investigate further independently
Basic Qualifications:
- Bachelor’s Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math) or equivalent level obtained through recognized industry experience
- A minimum of 5 years of professional experience
Desired Characteristics:
Technical Expertise:
- Knowledge in Electrical Grid system
- Knowledge in Protective Relays
- Knowledge in Root Cause Analysis methods (Fishbone, 5 Whys, 8D)
- Knowledge in automation scripting (Python…)
Business Acumen:
- Strong problem-solving abilities and capable of articulating specific technical topics or assignments
- Experience in building dashboards with required KPIs
- Expert in breaking down problems and estimate time for investigation tasks
- Evangelizes how our technology solves customer problems from a technology and business perspective
Leadership:
- Demonstrates clarity of thinking to work through limited information and vague problem definitions
- Influences through others; builds direct and "behind the scenes" support for ideas
- Proactively identifies and removes project obstacles or barriers on behalf of the team
- Shares knowledge, power, and credit, establishing trust, credibility, and goodwill
Personal Attributes:
- Able to work under minimal supervision
- Excellent communication skills and the ability to interface with senior leadership with confidence and clarity
- Able to work well with global teams, including time-zone flexibility
- Skilled in providing oversight and mentoring team members
Relocation Assistance Provided: No
Top Skills
Automation Scripting
Electrical Grid System
Protective Relays
Python
Root Cause Analysis Methods
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