Principal Solution Engineer - Systems

Essential Duties & Responsibilities

• Query and Issue Resolution: Respond to customer queries and resolve product and service issues in accordance with Help Desk processes, Standard Operating Procedures, Customer Service Level Agreements and departmental Operating Level Agreements.
• Communication: Throughout the query and issue resolution process, ensure that all affected parties have consistent, professional and effective communications (verbal, presentation, written) in accordance with Communication plan, Incident Management service levels and communication guidelines and policies.   
• Knowledge Management: Recommend Knowledge Management solutions to the Knowledge Management engineer.  Prepare Knowledge Articles in accordance with the Knowledge Management process guidelines and writing standards.  Maximize use of Knowledge Management tools during query and issue resolution processes.
• Performance Metrics: Achieve or exceed individual Key performance metrics. This includes, but is not limited to, Call and Incident Management customer response service levels and Knowledge Management utilization. Contribute directly to achievement of group customer satisfaction and Field Sales Satisfaction measures.
• Projects/Products: Participate in team and individual projects as requested by management. A Principal Engineer may lead complex projects within the Solution Engineering team.  A Principal Engineer must be able to manage project requirements, project budgets and project outputs.  A Principal Engineer must be able to present technical and schedule updates to management. Projects typically focus on operational improvements, product testing, developing field automation tools, field upgrades, etc.  Project work should not impact attainment of key performance metrics.
• Training: Prepare, conduct and monitor training activities to ensure students possess sufficient knowledge of the project/product to successfully engage customers, co-workers and vendors at the correct level. 
• Tools: Identify, procure, conduct training and assist co-workers and customers on use of systems tools to identify issues and effect resolution of issues.
• Standards: Identify industry standards to be used within along with industry standards in use by our customers.  This includes standards for networking, security and other areas germane to the position regardless of the entity producing the standard.

 

Knowledge, Skills & Qualifications

Depending on Area of responsibility, will have the following requirements:

• Communication Skills:  Must have a high level of verbal, listening, and written skills and flexible to adjust to the customer audience.   Ability to author knowledge articles is essential to the team's success.
• Problem Solving:  Must have a strong desire to solve problems and can articulate an identifiable problem solving method.  This position must be able to apply appropriate method of problem solving depending on situation.   This position must understand what questions to ask to be successful
• Accountability:  Predominantly self-propelled; possess a sense of urgency; demonstrates personal drive and commitment.
• Presentation Skills:  Demonstrates strong customer facing/presentation skills. Understands how to deliver technical messages to both non-technical and technical audiences. Adjust communication style to attendees. Organizes information logically and delivers content in a pleasant, professional and articulate manner. Dresses appropriate for customer meetings. 
• Interpersonal Skills / Professionalism:  Clearly expresses ideas and concepts verbally and in writing with an awareness of the audience, the message and interpersonal style; ensures that information presented is unambiguous, accurate, well organized and concise.
• Leadership: Demonstrates leadership as a project/product leader, a team leader or a Subject Matter Expert in his/her area of expertise. Provides mentoring for other team members.

 

Education and Experience 

• Bachelor’s degree in Computer Science, Electrical Engineering, Computer Engineering,  Biomedical Engineering or a related field preferred
• Industry experience and more than 3 years of experience accepted in lieu of Bachelor’s degree requirement
• Certifications from Microsoft, Cisco, CWNP, (ISC)2 or other recognized IT certification granting organization preferred
• Experience with working in an Information Technology environment (4+ years)
• Strong comm