Your role as a subject matter expert and trusted advisor to SSNI's customers provides for the highest opportunity to achieve utility and company success
A strong background in business process definition, documentation and process analysis as well as a foundation in utility and smart grid operations is essential for your success in this position. You must have a proven track record of process management and operations management. Successful candidates must be able to command the respect of business owners and operational staff. Successful candidates must have extensive experience with establishing business objectives and service levels, documenting processes, process execution, managing process adherence, monitoring service levels, training and education of customers, and identification and management of issues to closure. Position may oversee staff to execute day to day operational tasks.
You will be part of a team of Smart Grid Engineers who work with single and multiple customers and will contribute to their success as they will contribute to yours. A team mentality is a vital part of this role.
Responsibilities
- Engage with customers to scope, design, document, implement, and deliver solutions to support the operations of the SSNI applications and technology deployed at the utility.
- Troubleshoot application issues, including meter and network related issues.
- Document and escalate issues that cannot be resolved on site. Escalation will include using SSNI Customer Support for support issues and the involvement of product management as appropriate.
- Document root cause analysis for significant failures.
- Serve on utility core teams to aid in the utilities understanding of SSNI product capabilities to support future enhancements.
- Serve as a knowledge expert to the utilities and provide consulting and hands on training on SSNI products, applications, and processes.
- Support pre-deployment activities, such as lab-based evaluations and other pre-deployment testing which will require a comprehensive understanding of application environments deployed at the utility as well as the intended uses by the utility.
- Contribute to the Services and Global Delivery culture by actively participating in the evolution of best practices, tools, and processes.
Required Experience
- Bachelor of Science degree or equitable degree plus work experience in Computer Science, Engineering, or similar technical discipline.
- At least 5 years of customer service operations; utility operations experience preferred.
- Electricity metering experience is a plus.
- Water metering experience is a significant plus.
- Experience installing software on VMware-based Linux platforms.
- Experience with troubleshooting complex issues with hardware, software, and networking.
- Ability to understand and develop test criteria, conditions, and plans; and to execute the plan.
- Possess a technical understanding of networking and wireless technologies and concepts.
- Experience interacting with individuals across departments in large companies.
- Strong verbal and written communication skills with the ability to communicate complex ideas to both technical and non-technical individuals.
- Ability to manage multiple projects and participate in a hands-on manner.
- Ability to work in a collaborative manner with an extended and diverse team of peers to ensure customer requirements are fully satisfied.
- Experience with the Microsoft Office Suite.
- Familiarity with using integrated customer support applications such as Remedy, Jira, Confluence, and
- Enjoy working in a fast-paced, team-oriented environment.
- Self-motivated and able to demonstrate initiative.
Travel
This position is primarily at the customer sites in Chicago, IL and the surrounding area; team meetings and training occur at our corporate offices in Silicon Valley, CA; potential domestic travel to support the utility, other utilities, SSNI activities, and the Smart Grid Engineering team may occasionally be necessary.
Tracking Code 2461
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Silver Spring Networks, Inc.
555 Broadway Street
Redwood City
California United States
www.silverspringnet.com