Customer Support and Field Technician

Overview We are seeking a Customer Support and Field Technician for Xylem Services USA LLC’s Middletown, CT office to provide technical support for HYPACK software and related hydrographic surveying equipment. Responsibilities Respond to customer telephone or email inquiries for technical support about HYPACK software and related hydrographic surveying equipment. Troubleshoot and resolve customer support inquiries. Document customer cases, product complaints, and software issues. Author knowledge articles for sharing with the customer base through newsletters or clients’ social media. Provide after-hours support to assist with customer inquiries. Evaluate and test the equipment and technology to be sold in the Latin America region. Present new development ideas for solutions in dredges, new equipment integrations and new hardware. Prepare and submit accurate and timely field service reports. Serve as the subject-matter expert and product manager for new hardware system developments. Qualifications Bachelor’s degree (or foreign equivalent) in Engineering (any), Project Management, or a related field, or a related field plus two (2) years of related work experience as a Telecommunications Engineering Specialist or a related occupation. Two (2) years of experience with/in: Educating customers about the HYPACK software package. Industry or government experience in hydrographic surveying. Providing technical support to HYPACK software customers and end users. Operating and troubleshooting equipment and sensors used by customers. Developing HYPACK user manual and video tutorials. Testing and integrating with hydrographic and dredging equipment, and managing user support requests using Kayako, software bugs and order workflows using Jira, proposing new development ideas using Aha, and communicating with the developers on Confluence. Benefits & Work Conditions Hybrid telecommuting schedule as determined by the employer. Up to 20% domestic and/or international travel required. Employment Opportunity We are an Equal Employment Opportunity (including disability and veterans) and affirmative action workplace, fostering an inclusive environment free from discrimination or harassment. Additional Information We reserve the right to modify this job description and assign additional duties as needed. We are dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. #J-18808-Ljbffr Xylem