S3 Customer Support Coordinator

Are you interested in being part of an innovative team that supports Westinghouse’s mission to provide clean energy solutions? At Westinghouse, we recognize that our employees are our most valuable asset and we seek to identify, attract and recruit the most qualified talent while recognizing and encouraging the value of diversity in the global workplace.

Position Overview:

Westinghouse provides Global Instrumentation & Control (GIC) System Support Services (S3) for multiple energy customers, supporting over 40 nuclear power plants. The S3 Customer Support Coordinator is a critical role responsible for the orchestration, tracking, management, and reporting of all GIC customer issues. The Customer Support Coordinator is the first point of contact for our customers. The coordinator documents issues, addresses low complexity issues and routes more complex issues to the Subject Matter Experts based upon the reported issue. Additionally, the coordinator is responsible for identifying and developing new and/or better methods to support our customers.

 

Due to the need to cover extended business hours for hotline support, a flexible schedule is required to ensure coverage amongst the S3 team members.

 

This Role will include the following responsibilities:

• Receive and document emergent customer issues via telephone Hotline, online issue/question reporting system, and/or email submissions
• Develops customer, inter-organizational and sub-supplier relationships, ensuring customer issues/questions are resolved in a timely manner
• Role requires a flexible schedule for extended business hours call center coverage (M-F 06:00-18:00 EST) across the S3 team.
• Coordinates troubleshooting and resolution of simple to very complex issues/questions.
• Provides technical support of Level 0 to Level 2 issues/questions.
• Routes Level 3 to Level 4 issues/questions to Subject Matter Experts for resolution.
• Follows up with Subject Matter Experts and Customer Points of Contact to ensure issues/questions have been resolved/addressed
• Maintains ticket tracking system and supports monthly reports on ticket system metrics
• Develops and maintains ‘Self Help’/’Self Service’ capabilities for customers
• Successfully defines work flows, roles & responsibilities, and recommends working relationships to obtain optimum customer responsiveness.
• Identifies continuous improvement ideas to improve on customer satisfaction and leads development of funded projects
• Identifies resource needs and supports developing justification.
• Provides inputs for departmental budgets and/or business plans for a small to mid-size department or business unit.

 

Required Knowledge/Skills, Education, and Experience

• Bachelor of Science in STEM degrees.
• Qualified applicants will have a minimum of 3 years of professional experience in an engineering/technology based industry, working in a design, development or test role, with at least 1 year designing, developing, or testing computer based systems. Preferred Knowledge/Skills, Education, and Experience
• 7+ years of experience in an engineering/technology based industry
• Bachelor of Science in an Engineering discipline, preferably computer related
• Customer Service experience
• Strong communication skills, both verbal and written
• Knowledge/experience with administrating SharePoint sites, libraries, & lists
• Strong technical, analytical, & data analysis skills
• Experience with Distributed Embedded Control Systems
• Knowledge/experience in overall design and operation of Pressurized Water Reactors (PWR) and systems.<