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Sr Principal Customer Support Engineer

Sr Principal Customer Support Engineer

Job Description

Invensys is a global technology company that works in partnership with a broad range of industrial and commercial customers to design and supply advanced technologies that optimize their operational performance and profitability. From oil refineries and power stations to mining companies and appliance manufacturers, our market-leading software, systems and controls enable our customers to monitor, control and automate their products and processes, thereby maximizing safety, efficiency, reliability and ease of use.
Our lines of business are grouped into four business segments: Software, Industrial Automation, Energy Controls and Appliance. You may recognize our market brands, such as Triconex, Wonderware, Foxboro, Ranco and Eurotherm, among others.
Invensys works with:
• 23 of the top 25 petroleum companies
• 48 of the top 50 chemical companies
• 18 of the top 20 pharmaceutical companies
• 35 of the top 50 nuclear power plants
• All of the top 10 mining companies
• 7 of the top 10 appliance manufacturers
Invensys enables:
• 20% of the world’s electricity generation
• 18% of the world’s crude oil refining
• 37% of the world’s nuclear energy generation
• 62% of the world’s liquefied natural gas production
• 23% of the world’s chemical production
The Solution Support Engineer role represents a senior level technical competency in the fields of product technical support and solution engineering.  Solution Support encompasses both product and custom developed aspects of a Wonderware based Solution.  As such, the Solution Support Engineer is responsible for resolving complex application issues related to product, product configurations, and custom code that was developed by the MES Practice team.  The Solution Support Engineer will engage and shadow the MES Practice Team leading up to transitioning a customer and the delivered MES solution to the Global Customer Support organization.   This engagement provides the Solution Support Engineer with the opportunity to gather and retain domain expertise on the delivered solution. 
This role requires excellent communication (both written and verbal), organization, and MES application design and development skills.  In addition to possessing a high level of technical proficiency in the technologies cited below, the Solution Support Engineer must have the ability to present and/or interact directly with customers in a professional manner.  Possessing the knowledge to distinguish between core product functionality and that which had been designed and custom developed by the MES Practice team is required.  An understanding of manufacturing processes or having domain experience in the Food & Beverage, Consumer Packaged Goods (CPG), Metals, or Discrete industries is a plus.  As a member of the Global Customer Support organization, the Solution Support Engineer will expand their knowledge via working with senior level 2 product Technical Support Engineers and regional MES Practice teams. 
Key Working Relationships:

• Global Solution Support Engineers

• Global Premium Support Engineers and Technical Account Managers

• Regional Software Delivery teams 

Job Requirements

•         Excellent communication skills, written and verbal (English fluency as a first or second language)

•         Collaboration mindset and ability to work in a virtual team environment towards a common goal
Technical Skills Required:

•         Microsoft Windows XP, 2003, 7, and 2008 Operating Systems

•         Current versions of Wonderware MES, Workflow, InTouch and System Platform

•         Microsoft Visual Studio, including VB.Net and/or C#

•         Familiar with source code version control system such as VSS or TFS

•         A sound understanding of multitier solution architectures

•         Oracle and/or Microsoft SQL Server database development tools and languages (SQL, PL/SQL, T-SQL)

•         Oracle and/or Microsoft SQL Server database administration
Work Experience and Education:

•         Domain experience in the implementation and use of process control and MES systems utilized in the Food & Beverage, Consumer Packaged Goods (CPG), Metals, or Discrete industry manufacturing space

•         Senior Level Product Technical Support Engineer experienced in working with customers to resolve advanced application issues.

•         One or more years experience as a Solution Architect or Technical Engineer practicing in design, development, and integration of IT solutions for manufacturing where a distributed architecture with middleware layer was utilized.

•         BS degree in a respective Computer Science or Engineering field
Principle Duties & Responsibilities

•         Act in a lead role as the Solution Support Engineer on specific customer accounts

•         Document activities and findings in a case tracking tool

•         Technical troubleshooting, analysis, and diagnosis of product issues

•         Technical troubleshooting, analysis, and diagnosis of custom application issues

•         Technical troubleshooting, analysis, and diagnosis of custom integration issues

•         Ensure case updates and resolution timeframes are in line with service  level agreement

•         Delivery of product issue work around or fix.          

•         Delivery of custom code issue work around, fix, or enhancement.  In cases, providing a specification to a Level 3 engineering team that would make a change and implement.

•         Document requirements for a custom code change and complete feasibility study

•         Maintain system documentation

•         Maintain custom code and documentation under version control

•         Proactively work with customers to ensure best practice maintenance of solution is being applied

•         Transfer knowledge to Backup SSE Resources to cover in absence
On occasion the position will require travel for training, deliver of onsite services, or to engage with MES Practice team to transition support. 
As part of our team, you'll build a strong career with a collaborative, knowledgeable team of people. We'll challenge you to think differently to achieve your goals. You'll have easy access to senior management, leading thinkers, and colleagues around the world.
In addition to competitive salaries and inclusive benefits, we offer global career opportunities and travel to new places to inspire fresh, new thinking. We believe in rewarding and recognizing risk-taking and creativity. We also promote a healthy work-life balance as essential for your personal growth.
Invensys is an Equal Opportunity and Affirmative Action Employer.
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Job Snapshot

Employment Type Full-Time
Job Type Engineering, Customer Service
Education 4 Year Degree
Experience Not Specified
Manages Others Not Specified
Industry Industrial, Energy - Utilities - Gas - Electric, Manufacturing
Required Travel Not Specified
Job ID 1400547
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Sr Principal Customer Support Engineer

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