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Overview

Role: Technical Support Engineer (Customer) for ServiceMax-related products. Deliver world class maintenance and support services to ServiceMax customers. Utilize strong technical and troubleshooting skills with mission critical SaaS applications to assist customers in using and resolving day-to-day product questions for the ServiceMax Field Service products. Use excellent communication to resolve customer issues in a high-quality manner, measured through customer satisfaction. The Technical Customer Support Engineer acts as the first point of contact for all ServiceMax customers, capturing, understanding, reproducing the issue, and taking appropriate actions to root cause and resolve in a satisfactory manner.

Responsibilities

• Service customers by logging, replicating, troubleshooting and resolving technical support cases
• Operate effectively in an unstructured environment and demonstrate awareness of the full breadth of services offered by ServiceMax
• Focus on resolving customer cases and developing knowledge as a result of case closure
• Communicate updates and resolutions, as well as questions and clarification in written and verbal form
• Advocate / be the voice of the customer within ServiceMax
• Manage the client relationship for ServiceMax and support new business development activities
• Engage with customers to reactively and proactively address requests for service
• Assist team members in on-time closure of outstanding customer cases as needed
• Continuous management and upkeep of customer information
• Meet or exceed SLAs, Case Quality and CSAT scores per company standards
• Collaborate with customers and ServiceMax functional teams to integrate, implement software updates, change requests and application support activities
• Assess the business impact of customer issues and update stakeholders about such impact
• Create knowledge articles and peer review of articles for resolved customer issues

Skills/Experience – Required

• 3-5 years of experience providing technical product support solutions for customers
• 3-5 years of Information Technology experience
• Exposure to Salesforce.com CRM product is a MUST
• Salesforce work experience is mandatory; should have worked in one Salesforce support project
• Strong communication skills, both written and verbal
• Knowledge and hands-on exposure to a major Relational Database Management System (Oracle and/or SQL Server preferred)
• Experience supporting mobile applications interfacing with SaaS applications, including iOS, Android and Windows mobile
• Ability to work in a globally distributed team environment, liaising with on-site teams and customers
• Must be able to work in a remote environment
• Ability to adjust work schedule to cover extended hours and weekends
• Ability to work independently and be a self-starter
• Demonstrated ability to learn quickly in a fast-paced, multi-tasking environment
• Strong presentation skills with the ability to present to a variety of audiences
• Bachelor’s degree in information technology or relevant work experience
• Salesforce Application/ServiceMax product experience is desirable
• Salesforce Administration certification ADM201 or ADX201
• Experience with cloud delivery platforms, with AWS experience a plus
• Experience coding, testing and debugging applications
• 1 or more years of exposure to Field Service domain or experience supporting/implementing Field Service applications

Employment details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industry: Software Development