Customer Support And Field Technician

Customer Support And Field Technician

Xylem Services USA LLC's Middletown, CT office seeks a Customer Support and Field Technician to respond to customer telephone or email inquiries for technical support about HYPACK software and related hydrographic surveying equipment. Duties also include troubleshooting and resolving customer support inquiries, documenting customer cases, product complaints, and software issues, authoring knowledge articles to be shared with the customer base through newsletter or other clients' social media, providing after-hours support to assist with customer inquiries. Evaluate and test the equipment and technology to be sold in the Latin America region. Present new development ideas for solutions in dredges, new equipment integrations and new hardware. Prepare and submit accurate and timely field service reports. Serve as the subject matter expert and product manager for new hardware system developments. Telecommuting permitted on a hybrid schedule as determined by the employer.

Must have a bachelor's degree (or foreign equivalent degree) in Engineering (any), Project Management, or a related field or a related field plus two (2) years of related work experience as a Telecommunications Engineering Specialist or a related occupation.

Must have two (2) years of experience with educating customers about HYPACK software package, Industry or government experience in hydrographic surveying, providing technical support to HYPACK software customers and end users, operating and troubleshooting equipment and sensors used by customers, developing HYPACK user manual and video tutorials, testing and integrating with hydrographic and dredging equipment, managing user support requests using Kayako, software bugs and order workflows using Jira, proposing new development ideas using Aha, and communicating with the developers Confluence.

Telecommuting permitted on a hybrid schedule as determined by the employer.

Up to 20% domestic and/or international travel required.