Technical Service Representative II

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! 

 

Position Summary

The primary function of this position is to provide support for internal and external customers using ITIL-based practices and procedures while striving to continually improve the customer experience. Additionally, this role acts as the communication hub for customers; strong customer service skills are required. Primary responsibilities include case management that comes from customer inquiries associated with L+G products and services. Investigate and develop solutions to complex application problems, system administration issues or network concerns. Support systems management and integration activities. This position is responsible for troubleshooting issues and escalating as necessary to the correct personnel. Notifications and updates on issues are provided on a frequent basis via support tools, email or phone.

 

Key Responsibilities

Troubleshoot – Initiate, Reproduce and replicate

• Troubleshooting and reproduce, issues associated with L+G products and services using various tools, applications and techniques.
• Monitoring of electronic devices, radios and/or other hardware or software offerings as part of a data hosting customer agreement.
• Utilizes customer feedback to identify required changes to company Products.
• Communicates change to Product Specialist group by submitting Request for Change notices, Feature Requests and Defect notices.
• Effectively and proficiently provides support assistance at entry to mid-level for L+G products and services.

 

Customer Service Management

• Receives and resolves Cases, incidents, problems and service requests from internal and external customer inquiries by providing support via the telephone, e-mail, ticketing platform and other tools
• Escalates issues in accordance with the Customer Support procedures.
• Acts as an escalation point for the customer. 
• Logs, accurately tracks and documents all issues in case tracking system and regularly provides updates back to the customer. 

 

Knowledge Base – Review and Author

Supports and helps to create and review Customer Experience Knowledge Base articles

 

Mentor and Training

• Responsible for knowledge transfer for escalated incidents back to the team via teach back sessions.
• Maintains individual education plan with goals to achieve.
• Suggests preventative actions from lessons learned

 

Within the first 12 months of employment

• Works independently 70% of the time
• Has mastered 75% of objectives on the training plan form    
• Supports and adheres to Company’s core values.
• Performs other duties or responsibilities as assigned or