TAC, Systems Support Engineer

Job Description

Job Description

As THE leader in transit technology, Clever Devices, (Hitachi Rail CD U.S. Ltd.) vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of exciting technology that improves the quality of mobility in communities around the world. We are continuing to grow, and are looking for a TAC Systems Support Engineer to join our team.

TAC SSE is an escalation point within TAC that manages and oversees support operations for Clever Device’s customers on complex issues that require additional support. The primary function of the TAC SSE is to troubleshoot and identify technical issues with Clever Devices software and hardware products while providing solutions for issues that are escalated within TAC. The position acts as an advocate for the customer and liaison between internal departments and external clients. The individual shall demonstrate exceptional technical skills, judgment, investigation, and problem solving, as well as communication to effectively maintain a cooperative working relationship with fellow managers, employees, and other affiliations. As a focal point, the individual will interface and act with the customer in mind to help meet goals and establish and maintain an effective relationship with the customer, gaining their trust and future business.

The TAC SSE will work towards increasing their depth of technical knowledge of Clever Devices solutions to be able to troubleshoot and resolve customer issues quickly. They will use their experience to create/update a knowledge base and troubleshooting process that will be used by the TAC Team. They will actively participate and lead improvement projects for the team while acting as a mentor/leader for lower-level TAC Engineer’s as well as new team members.

Decision Making Authority:

The TAC Systems Support Engineer performs duties in an independent manner with little or no supervision, exercises superior discretion and judgment regarding routine work, and looks for assistance on non-routine events and issues.

Primary Responsibilities:

• Acts as a customer advocate, responsible for resolving customer requests both internally and externally.
• Responsible for handling Customer incidents/requests for technical assistance via phone or electronically.
• Responsible for grabbing all necessary logs and backups in a timely manner upon ticket intake.
• Diagnosis and resolution of Customer hardware and software issues.
• Ownership of mainly P1 -P3 customer incidents through resolution, including working cross-functionally with other departments.
• Identifies customer issues, finds solutions, or proceeds with the escalation process to Lead TAC Engineer or another department.
• Provides remote technical assistance with regards to software and hardware issues, installation, troubleshooting, and configuration of any Clever Devices provided products.
• Documents clear descriptions of issues from customers and clearly log continuous progress of issues and the resolution the life of the ticket to keep customers informed throughout the process.
• Manages Incidents, ensures customers are updated and communicated to regularly, and incidents are escalated and followed-up on in a timely manner.
• Proactively works with clients to ensure system uptime and optimal use of system functionality.
• Maintains a positive customer service attitude.
• Develops technical documentation, FAQs, and maintains a knowledge database.
• Gain an understanding of Clever Devices’ workflow to better understand how to escalate issues and work with the team to put efficiencies in place.
• Maintains up-to-date industry technical knowledge.
• Works to stay current with Clever Devices solutions.
• Actively participates in Team Meetings and provides training to others on the team as knowledge is developed.
• Utilizes a network of relationships to collect and disseminate information, build support, and secure buy-in to achieve desired company objectives.
• Assist with larger Team Projects for continuous improvement and acts as a lead on smaller projects.
• Use logfiles and other inputs to proactively look for trends in fleet data. Also review reported issues for potentially larger issues.
• Troubleshoot difficult and complex issues with Clever Devices’ products independently.
• Be an expert level user in all major Clever Devices products
• Understand the onboard bus equipment. Ability to troubleshoot issues with the systems on board including IVN, TSP, APC, Farebox, IP Routers
• Have a basic understanding of the general structure and components of a transit Vehicle. Electrical, J1939, J1708, Ethernet, Multiplexors.
• Working with complex databases and ability to use SQL Server Management Studio
• Be familiar with string queries and log file analysis techniques.
• Other duties as assigned.

Education & Experience:

• Minimum of bachelor’s level degree in Computer Science, Engineering, or equivalent
• 10+ years of experience in a technical support or engineering environment which involves hardware, software, data, and communications technologies troubleshooting
• 5+ years Experience in a Call Center/Help Desk environment.

Skills & Competencies:

• Proven track record of creating comprehensive solutions and establishing priorities that provide the best-balanced solution.
• Strong communication skills including oral, written, and customer approach.
• Familiar with SQL Management Studio and SQL Databases.
• Familiar with Server Hardware and Microsoft Server Operating Systems.
• Familiar with TCP/IP and network configuration.
• Basic understanding of Electronics and reading schematics.
• Proficient in Microsoft Suite (Outlook, Excel, Word, PowerPoint).
• High level of Customer Service attitude and aptitude.
• Self-motivated and the ability to work independently.
• Strong Time Management Skills.

Clever Devices, (Hitachi Rail CD U.S. Ltd.) is an Affirmative Action/Equal Opportunity Employer

The compensation range posted for this position represents the anticipated minimum and maximum compensation for this position based upon a good faith and reasonable estimate. The exact compensation offered will depend on several factors such as the candidate’s experience, skills, training, education and/or physical location; internal equity; and, budget. Any position working 2nd or 3rd shift will be considered for additional shift differential pay.

In addition, Clever Devices, (Hitachi Rail CD U.S. Ltd.) offers a variety of benefits to eligible employees, including health insurance coverage, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and time off, and many others, depending on the level and position offered. Many of these benefits are subsidized or fully paid for by the company.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice based on business need.