Client Engineer
The role of the Client Engineer is to manage and provide support to clients as designated under their maintenance contract. This role will act as an escalation point from the Call Centre/Service Desk to ensure resolution of site specific client issues. Additionally, this role requires the documentation and dissemination of site specific information to others at Trapeze.
The goal of this role is to ensure the delivery of outstanding Customer Service to the ITS North American Public Transportation Accounts.
The successful candidate will have a demonstrable history of excellent customer service skills and communication skills, coupled with strong technical skills and a positive team attitude.
This is technical management position with dual relationship/account management responsibilities.
Key Responsibilities Include:
Customer Support
- Provide front line technical product and system support
- Works to resolve software, hardware, and configuration problems with the support engineers.
- Coordinates with deployment engineering, network engineering, development engineering and radio engineering.
- Works closely with customer technical personnel to coordinate system installation, post-installation inspections, test schedules and test reports
- Utilizes and instills methods and quality standards to ensure optimum equipment operation and customer satisfaction
- Formal/informal training of customers, internal personnel, and subcontractors may be assigned
- The individual must be able to coordinate their technical activities with other project team members: those internal to Trapeze , as well as the customer and third party
- Develop and deliver progress reports, requirements documentation, and presentations
- May require travel to customer job site(s) within Canada and the US, sometimes with little notice
- Draft and submit change orders, sub-contract request, and statements of work when necessary
- Coach, motivate and supervise project team members and contractors, and influence them to take positive action and accountability for their assigned work
- Build, develop, and grow any business relationships vital to the success of the relationship
Controlling / Internal
- Develop and maintain existing streamlined reporting statistics for Management, including monitoring of daily, weekly, monthly, quarterly and annual KPIs
- Develop and deliver progress reports, requirements documentation, and presentations
- Other duties may be assigned
Working Conditions
- Will require travel to customer job site(s) within Canada and the US, sometimes with little notice
- Available for travel of up to 25% with possible weekend and nighttime activity
- Manage shifting priorities and be able to mulit-task with competing timelines
- Other duties may be assigned
EDUCATION and EXPERIENCE: Bachelor degree in a technical discipline or equivalent experience with proven training in network administration and/or computer programming. Previous work within Transit industry is required. Minimum 2 years of related experience.
SKILLS REQUIERED
- Strong interpersonal skills; Must be able to communicate (oral and written) effectively with management teams, peers, and customer personnel.
- Persuasive, encouraging, and motivating with a positive attitude.
- Knowledge of MS Windows 2000 / XP and Server 2003 / 2008.
- Required ORACLE database and/or SQL experience.
- Proficiency with MS Office applications.
- Excellent troubleshooting skills.
- Crystal Reporting experience a plus
- Proficiency with networking concepts and computer hardware.
- Previous experience with software installation and configuration.
- Previous experience with technical support, product troubleshooting, network operations
- Available for travel of up to 25% with possible weekend and nighttime activity.
- Understanding of Public Transit Operations and Planning, Urban Planning, or Transportation Studies
- Persuasive, encouraging, and motivating with a positive attitude.
- Crystal Reporting experience a plus
- Positive attitude.
