Senior Customer Experience Engineer-PI
Skills
About This Role
Main Responsibilities
- Provide expert-level technical support for Automation and OSI PI software, including troubleshooting, problem analysis, and resolution.
- Perform advanced troubleshooting, problem analysis, and root cause identification for complex technical issues.
- Develop and deliver technical training to customers and internal teams on OSI PI software and automation systems
- Work closely with customers to understand their business requirements and technical challenges.
- Provide technical guidance on system upgrades, migrations, and enhancements.
- Mentor junior support engineers, providing guidance on complex technical issues and resolution approaches.
- Share technical expertise and best practices with team members to build overall team capability.
- Escalate complex technical issues to appropriate internal teams or AVEVA vendor support when necessary.
- Coordinate with Account Delivery Manager on project-related technical matters and customer concerns.
- Monitor and manage assigned support cases to ensure timely resolution and SLA compliance.
- Ensure customer satisfaction through proactive communication and follow-up.
- Identify trends in support cases and escalate systemic issues appropriately.
- Conduct quality assurance reviews before deploying changes to customer environments.
- Validate system functionality following upgrades or modifications.
- Contribute to the development of test plans and test cases for AVEVA solutions.
Qualifications
- B.S. Computer Engineering, or any related field.
- 5+ years of experience as a Technical Engineer or equivalent.
- Proficiency in OSI PI, AVEVA System platform, InTouch, Historian, and database applications.
- Knowledge of programming languages like SQL, scripting, and PLC programming is beneficial.
- Must have worked in a large-scale System Platform implementation.
- Excellent communication, collaboration, and problem-solving skills
- Ability to manage multiple projects and clients effectively.
- Deep technical knowledge of AVEVA software and automation systems
- Advanced troubleshooting and diagnostic skills
- Analytical mindset with ability to identify root causes quickly
- Systematic approach to problem resolution
- Ability to work with complex technical architectures and integrations.
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