Water Treatment/Wastewater Equipment Troubleshooting Specialist

Technical Support Specialist – Water Tech Technical Support Specialist of the Technical Op’s Services Technical Support team with focus on effective post commissioning technical support, warranty claim management and customer issue resolution. This role will be responsible for providing world class support to the ES install base customers. The Technical Support Specialist is accountable for managing customer issues to closure both during regular business hours & 24/7 after hours support. Responsibilities Implementation of all necessary EHS, design standards, procedures, governance and processes required to represent the company as a customer facing Subject Matter Expert (SME). Work closely with Product Management to understand root causes, communicate progress with customers and update Customer Technical Support Cases (CTS). Ensure 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. 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 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 in-depth knowledge of all Veolia WTS and service offerings specific to P&D/Legacy Business and related products. Communicate with fellow Technical Support team members, process & controls groups to ensure cases are recorded and understood to allow uninterrupted customer service. Key Characteristics Able to communicate with fellow Technical Support team, engineering, process & controls groups to ensure issues are recorded and understood. Highlight chronic issues in product to Product Managers and engineering personnel and assist in implementing solutions. Provide training facilitation to both internal & external customers as a subject matter expert with specific product focus on P&D/Legacy product lines. Strong focus on customer relationships (both external and internal customers). Understands balance between customer and Veolia teams. Qualifications Knowledge, Skills & Abilities Ability to multitask on several concurrent projects. Ability to effectively present ideas and information verbally and through written documentation. Demonstrated ability to work independently. Troubleshoot and repair Mechanical and Electrical components typically found in water treatment plants via the phone with an operator or at a plant site. Working knowledge of PLC controls and basic abilities to modify and read PLC logic. 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). Education & Experience 5 years’ experience with Veolia WTS systems or equivalent industry experience. 5 years of client relationship management experience. Preferred 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. Location & Travel This role can be based in one of our offices across NORAM, or it can be 100% remotely, depending on the candidate's experience and preference. There is minimal travel required to customer sites and Veolia offices, as deemed necessary. Salary Range $70,000 CAD | $66,000 USD - $78,500 CAD | $72,000 USD EEO Statement At Veolia, we realize diverse teams make smarter decisions, deliver better results, and build stronger communities. We’re an organization that champions diversity and inclusion at every rung of the ladder and are proud to be an equal opportunity workplace. As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination. #J-18808-Ljbffr Veolia | Water Tech