Customer Engineer

Duties/Responsibilities

• Supports the external customer(s) as well as Vontas staff with problem tracking, resolution, and escalation
• Supports in person and remote (Zoom, Teams) customer meetings and training as needed
• Keeps customer informed of problem status and resolution
• Reviews all current outstanding cases with customers on a weekly or bi-weekly basis
• Manages and maintains all aspects of the maintenance agreements with assigned clients
• Creates development reports, FAQs and knowledge base articles
• Covers for on-site vehicle support of onboard hardware and software solutions
• Coordinates and installs standard upgrades and patches as necessary
• Leads workflow process and software configuration sessions with customers
• Delivers training to customers as needed
• Prioritizes and balances 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)
• Conducts property assessments to determine the health of the overall CAD/AVL system as well as feature usage by the users
• Documents customer processes and consults on improvements for better adoption of the current system
• Performs other duties as assigned

Required Skills/Abilities

• Excellent written and verbal communication skills
• Proven consulting and troubleshooting skills, including proficiency with networking concepts and computer hardware
• Ability to self-learn and seek out knowledge on new systems, including other third-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 organizational skills with the ability to manage multiple priorities and maintain a positive, solutions-focused approach
• Proficient in Microsoft Office Suite and related software(s)

Education And Experience

• Bachelor’s degree in a technical discipline or equivalent experience with proven training in network administration and/or computer programming
• Minimum 5 years of related experience
• Knowledge of advanced MS Windows\Server and application experience including remote desktop, command prompt and PowerShell
• SQL Server and/or ORACLE database experience is preferred
• Knowledge of the Public Transportation Industry, specifically with CAD/AVL, preferred but not required

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 up to 50% of the time (including domestic and international), sometimes for extended periods, which may involve sitting during transit and walking at various locations
• Must be able to lift up to 25 pounds at a time
• Must be able to handle high utilization of hand and wrist dexterity