Customer Engineer

Trapeze Software Group Inc.
Baltimore, MD
Jan 20, 2022
Jan 27, 2022
Engineer, IT, QA Engineer
Full Time
Job Summary:SUMMARY:Vontas is currently seeking a Customer Engineer for a large client in the Baltimore Metro Area. This position is specific to the Baltimore area and will require the Customer Engineer to be at the client site regularly to provide assistance, training, and meetings with the customer.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.Job Description:SUMMARY: 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 site, and use this knowledge to adapt, configure, and implement the Vontas solutions to produce the best possible product for that customer.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 consult for major issues, as well as coordinating with the other internal teams to support the customer on the implementations of new products. Upgrading and patching software is another function of this position. ESSENTIAL DUTIES AND RESPONSIBILITIES: Supports the external customer(s) as well as Vontas staff with problem tracking, resolution, and escalationKeep customer informed of problem status and resolutionManage and maintain all aspects of the maintenance agreements with assigned clientsCreate development reports, FAQs and knowledge base articlesCoordinate and install standard upgrades and patches as necessaryLead workflow process and software configuration sessions with customersDeliver training to customer as neededPrioritize and balance competing issues based on urgency(internal and external) and length of time outstandingAvailable for remote support after hours in an on-call rotation (compensated)Travel to the Vontas Head Office may be required as needed.QUALIFICATIONS: Knowledge of the Public Transportation Industry, specifically with CAD/AVL, preferred but not required.Strong consulting skills required.Advanced knowledge of MS Windows.SQL Server and/or ORACLE database experience is preferred.Proficiency with MS Office applications.Excellent troubleshooting skills.Proficiency with networking concepts and computer hardware.Positive attitude.Must be able to multi-task.DECISION MAKING: Must be a self-starter. Able to work alone and as part of a team.COMMUNICATION SKILLS: Must possess excellent written and verbal communication skills. Must produce job related documentation in the form of reports. This position is very visible to the customer and must maintain a high level of professionalism.EDUCATION and/or EXPERIENCE: Bachelor degree in a technical discipline or equivalent experience with proven training in network administration and/or computer programming. Minimum 5 years of related experience.Worker Type:RegularNumber of Openings Available:1We thank all applicants for their interest; however, only those who qualify for an interview will be contacted. *Professional recruiting agents or consultants need not call.