Customer Engineer - Baltimore

Customer EngineerA Customer Engineer is the primary technical consultant for one or more customers. They provide technical assistance, including troubleshooting and developing upon the CAD/AVL systems clients currently in use. They must keep up to date on the latest technological developments in order to better advise transit agencies on the most effective way to utilize the software and its associated hardware. This role is specific for a large client in the Baltimore Metro Area. This role is specific to the Baltimore area and will require the Customer Engineer to be routinely at the client site Monday through Friday to provide assistance, training, and other duties with the customer, with occasional weekend availability. The work of a Customer Engineer is customer-facing, they must be professional and have strong communication skills. Understanding of the client's needs as a Transit Agency is a must. A successful Customer Engineer will seek to gain a deep understanding of the processes in place at their assigned client sites, and use this knowledge to adapt, configure, and implement the Vontas solutions to produce the best possible product for their customers. This role reports to the Manager, Customer Engineering. Duties/Responsibilities:Supports the external customer(s) as well as Vontas staff with problem tracking, resolution, and escalation Coordinate and conduct in person and remote customer meetings and training as needed (primarily Teams product based but can utilize Zoom) Keep customer informed of problem status and resolution Review all current outstanding cases with customers on a weekly or bi-weekly basis Support onsite vehicle support of onboard hardware and software solutions Manage and maintain all aspects of the maintenance agreements with assigned clients Create development reports, FAQs and knowledge base articles Coordinate and install standard upgrades and patches as necessary Lead workflow process and software configuration sessions with customers Deliver training to customers as needed Prioritize and balance competing issues based on urgency (internal and external) and length of time outstanding Available for remote support after hours in an on-call rotation (compensated) Conduct property assessments to determine the health of the overall CAD/AVL system as well as feature usage by the users; document customer processes and consult on improvements for better adoption of the current system Required Skills/Abilities:Excellent written and verbal communication skills in customer-facing scenarios Maintains a high level of professionalism and a positive attitude as the position is highly visible to customers Travel up to 25% of the time (including domestic and international), for customer site visits, trainings, and meetings Strong troubleshooting skills and proficiency in networking concepts and computer hardware Ability to self-learn and seek out knowledge on new systems, including other 3rd party systems that may be in place at a customer site Ability to adapt to new technologies and stay current with developments in software and hardware Strong multi-tasking abilities involving effective prioritization and timely execution Education and Experience:Bachelor's degree in a technical discipline or equivalent experience with proven training in network administration and/or computer programming. Equivalent combination In lieu of degree would include an additional 5 years of related experience. Minimum five (5) years related experience required. High proficiency with MS Office Suite and related applications is required (will be utilizing Remote Desktop, Command Prompt, and Powershell on a regular basis). Knowledge of the Public Transportation Industry, particularly with CAD/AVL, is preferred. Experience with SQL Server and/or ORACLE databases is preferred. Physical Requirements:Prolonged periods sitting at a desk and working on a computer/laptop. Ability to work in areas of confined and/or high elevation. Ability to travel (including domestic and international), sometimes for extended periods, which may involve sitting during transit and walking at various locations. This role requires travel up to 25% of the time. Must be able to life up to 25 pounds at a time. Must be able to handle high utilization of hand and wrist dexterity. Disclaimers:All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a threat or risk to the health and safety of themselves or other employees. This job description in no way states or implies that these are the only duties to which will be required in this position. Employees will be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an "at-will" basis. Vontas remains and actively participates as an Equal Opportunity Employer/Affirmative Action Employer.