Technical Support Specialist

Summary

Join Veolia's Technical Op's Services Technical Support team as a Technical Support Specialist, providing world-class support to ES install base customers. Manage customer issues to closure, both during and after regular business hours. Implement EHS, design standards, and procedures. Work closely with Product Management, Engineering, and other teams to resolve issues and improve product delivery. This highly networked role requires strong people management and technical skills. The position can be based in one of our NORAM offices or 100% remote, with minimal travel required. Success in this role requires strong people management and technical skills.

Requirements

• Able to multitask on several concurrent projects
• Able to effectively present ideas and information verbally and through written documentation
• Demonstrated ability to work independently
• Be able to trouble shoot and repair Mechanical and Electrical components typically found in water treatment plants (pumps, blowers, valves etc…) via the phone with an operator or at a plant site
• Have working knowledge of PLC controls and basic abilities to modify and read PLC logic
• Be able to read and understand Process Flow Diagrams (PFD’s), Process and Instrument Drawings (P&ID’s), Electrical Drawings, Control Logic Summary Charts (CLSC) and Operating Sequence Charts (OSC)
• 5 years’ experience with Veolia WTS systems or equivalent industry experience
• 5 years of client relationship management experience

Responsibilities

• Work closely with Product Management to understand the root cause of the failure, communicate and report on progress with the customer, update Customer Technical Support Cases (CTS) and ensure the technical closure of the case is recorded & validated with the customer
• Organize and drive feedback to engineering and senior management for sustained product and project delivery improvement
• Communicate with fellow Technical Support team members, process & controls groups to ensure cases are recorded and understood to allow uninterrupted customer service
• Lead the resolution of customer complaints and issues throughout a project lifecycle
• Investigate and report cases in the CTS application
• Facilitate client issue resolution and participate in RCA (Root Cause Analysis) teams to identify & resolve systemic issues across the business
• Active participation in Large Issue review meetings, responsible for the project to be completed on budget through tracking all project costs when leading complicated solutions to large issues
• Develop and maintain an in-depth knowledge of all Veolia WTS and service offerings specific to P&D/Legacy Business and related products

Preferred Qualifications

• Relevant field experience working on Veolia WTS products
• Background in Root Cause Analysis (RCA) tools
• Bachelor's Degree or College Diploma with a minimum of 5 years of experience in a water treatment field
• Knowledge of and/or demonstrated ability to learn new equipment and processes related to Veolia WTS products and systems including but not limited to RO/ED, UF/MBR, Ion Exchange, P&D (purification & disinfection), ADT and Thermal technologies