**Description - External****What will you be responsible for, exactly?**- Engage with customers to scope, design, document, implement and deliver process scenarios for the operations of the Itron solution deployed at the customer.- Assist with customer system deployment and solution testing, including identifying and triaging anomalies, and working with Itron Customer Support and Engineering where necessary to resolve identified issues.- Execute and manage day to day tasks and processes. Major processes will include: tracking network and endpoint device provisioning processes, monitoring daily network and device performance, job completion, and events.- Document and escalate issues that cannot be resolved on site. Escalation will include using Itron Customer Support for support issues and the involvement of Product Management and Engineering as appropriate.- Document root cause analysis for significant failures.- Serve on customer core teams to aid in the customer's understanding of Itron product capabilities to support future enhancements.- Contribute to the Services and Global Delivery culture by actively participating in the evolution of best practices, tools and processes.- This role will be required to service multiple customers throughout the APAC region, requiring considerable travel (50%)- Strong verbal and written communication skills with the ability to communicate complex ideas and designs to both technical and non-technical staff- Proven ability to multi-task and participate in a hands-on manner- Proven ability to work in a collaborative manner with an extended team of peers to ensure customer requirements are fully satisfied- Strong team mentality- Customer-service orientation- Strong technical expertise with excellent communication and customer service skills, flexibility, and a willingness to assist and research to exceed the customer needs and expectations- Preference to working in a fast-paced, team-oriented environment.- Self-motivation; able to demonstrate initiative and risk-taking**Qualifications and experience**:- Requires minimum of a Bachelor of Science degree or equitable degree plus work experience in Computer Science, Engineering, or similar technical discipline.- 5+ years of customer service operations; utility or similar critical systems operations experience preferred.- Proven ability to manage customer relationships and accounts; experience interacting with large companies which require interacting with and managing requirements and input from individuals in multiple departments.- Hands-on experience with process development, documentation, and execution.- Database experience is a bonus- Solid understanding of communications networks, including TCP/IP and IPv6- Experienced with the Microsoft Office Suite.- Experience with any Itron solutions, IoT devices or networks is a bonusItron enables utilities and cities to safely, securely and reliably deliver critical infrastructure solutions. We provide smart networks, software, services, meters, and sensors to better manage electricity, gas, water and city services. We are dedicated to creating a more resourceful world.
