Customer Experience Analyst I (Electrical, Meters)

Landis+Gyr is a leading global provider of integrated energy management solutions. We measure and analyze energy utilization to generate empowering analytics for smart grid and infrastructure management, enabling utilities and consumers to reduce energy consumption. Our innovative and proven portfolio of software, services and intelligent sensor technology is a key driver to decarbonize the grid and helped to avoid around 9 million tons of CO2 in FY 2023. With sales of USD 2.0 billion in FY 2023, Landis+Gyr employs around 6,900 talented people across five continents. 

For more than a century, we've been pioneers in energy innovation, and we continue to lead the way toward a more sustainable and efficient energy landscape. 

Join us at Landis+Gyr, where we manage energy better! 

Key Responsibilities:

• Helps develop diagnostic techniques; documents problem identification techniques related to Landis+Gyr products to assist service desk staff in identifying and resolving customer incidents.
• Provide internal training to service desk personnel on all company products and problem identification techniques, including diagnostic software and hardware.
• Responsible for incident and problem management.
• Proactively follows through on customer issues to ensure customers' concerns are addressed accurately and promptly.
• Works on key customer sites.
• Serves as the initial escalation point for service desk.
• Utilizes customer feedback to identify required changes to Company Products. Communicates change to the Product Specialist group by submitting Requests for Change notices, Feature Requests, and Defect notices.
• Logs accurately tracks, and documents all incidents in the call tracking database, CRM.
• May act as a liaison between Customer Operations and escalation groups such as Software Development/Engineering/Testing.
• Implements improvements to internal Customer Operations programs, processes, and procedures.
• Helps to maintain the Customer Operations Knowledge Base. 
• Works independently 95%+ of the time.
• Escalates incidents in accordance with the service desk procedures.
• Maintains individual education plan with goals to achieve.
• Coordinates and completes large technical level projects for customers escalated from Service Desk, Service Desk Lead, Service Desk Supervisor, etc.
• Assist Service Desk Technicians in formulating and providing "plans" to customers as required
• Acts as a technical coach and mentor for Service Desk Technicians.
• Performs other duties as assigned or required
• Supports and adheres to the Company’s core values.
• Performs other duties or responsibilities as assigned or required.
• Supports and adheres to the Company’s Code of Conduct and Ethics Policy.
• Represent the Company in a positive, professional manner when working with both internal and external customers.

Education & Experience:

Required Minimum Level of Education: Bachelor's Degree

Required Minimum Years of Experience: 5+ to 7