Customer Engineer

Job Summary :

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 consultant for major issues, as well as coordinating with the other internal teams to support the customer on the implementation 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 sites, and use this knowledge to adapt, configure, and implement the Vontas solutions to produce the best possible product for their customers.

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 consultant for major issues, as well as coordinating with the other internal teams to support the customer on the implementation 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 sites, and use this knowledge to adapt, configure, and implement the Vontas solutions to produce the best possible product for their customers.

Job Description :

Duties / Responsibilities :

• Supports the external customer(s) as well as 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.
• Support onsite vehicle support of onboard hardware and software solutions
• 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
• Deliver training to customers as needed
• 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)
• Conduct property assessments to determine the 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 the current system.

Required Skills / Abilities :

Education and Experience :

Physical Requirements :

Disclaimers :

Worker Type : Regular

Number of Openings Available :

We thank all applicants for their interest; however, only those who qualify for an interview will be contacted.