Job Summary:
The Engineer, Professional Services is responsible for assisting the Project team and providing knowledge and expertise for a range of project implementations and extended client engagements. The ideal candidate has a high level of attention to detail, takes initiative, and can drive results for customer requirements. The Engineer, Professional Services will be responsible for maintaining the organization’s standard for customer service and delivering projects with the highest attention to compliance and quality. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.
Responsibilities:
- Project Utilization of 70% billable hours per week, including all dispatch and project work directly involved for the client.
- As requested, travel onsite to client offices to provide services supporting the project team. Days not spent travelling will be worked either onsite at the office or in the agreed upon remote location.
- Provide superior service to customers and clients.
- Work closely with the project team to complete the defined project objectives outlined in the project statement of work.
- Collect and analyze project data to create status reports against the established project milestones and recommend future actions.
- Review reports of production, malfunction, and maintenance to determine or address issues.
- Assess the status of projects against the planned schedule, identify actual or potential problems, and facilitate solutions to ensure projects are completed on time.
- Manage and prioritize personal utilization in project work to ensure that hours are being directed towards productive, billable work.
- Other related duties as assigned, including dispatch work on client sites, and managing service tickets that are assigned to the project team queue, and responding in an agreed upon timeframe.
- Analyzes and troubleshoots ticket logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
- Acts as a first level technical escalation point to assist associate engineers with troubleshooting technical challenges and providing solutions, escalating further to senior engineers when necessary.
- Interacts and works directly with multiple advanced engineer groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution often collaborating between more than one group at a time if needed.
