Customer Engineer

Job description

from Modaxo careers

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.

This role will primarily support a large client in the Minneapolis-Saint Paul area. This role will require frequent on-site visits to assist with customer needs, provide training, conduct in-vehicle hardware testing, and attend meetings. Additionally, up to 50% of travel to other remote clients may be required to provide support, training, and attend meetings.

This role reports to the Manager, Customer Engineering.

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 customer meetings and training as needed (primarily Teams product based but can utilize Zoom)
• 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
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