Customer Escalation Engineer

Summary about this job

Detail information about job Customer Escalation Engineer. Terms and conditions vacancy

In a global environment that is hungry for innovation in the use and storage of energy, Tritium is leading the way in the design, manufacture and distribution of fast charging infrastructure for electric vehicles. 

Success to date has laid the foundation for the future and the business is now hiring a Customer Escalation Engineer.

As a member of the Customer Experience team you will be responsible for the review of fault logs from field-based units. You will then through data analysis capture any trends in unit operation, maintenance needs and product upgrade requirements.

From an operational and delivery perspective, the Customer Escalation Engineer will:

• Determine a cycle-based review of log reports from platforms such as Excel and Salesforce.

• Analysis of log reports to determine any trends.

• through the analytics capture and trends analysis preparation of detailed reports to escalate and product issues to resolution.

• Liaison with engineering team in particular software and hardware engineers to manage the timely delivery where applicable of software bug fixes and hardware changes.

To be successful in this role you will have extensive experience in software development and timely bug/fault resolution. You will have experience across the following:

• Degree Software Engineer, IT or Systems Engineering based

• Experience at a data analytic level.

• some software experience, possible experience in field units and trend analysis of field failures.

• Good communicator able to engage and build relationship it stakeholders axorss the business as well as strong customer interaction/focus.

• Strong background in Excel as well as database analysis – MongoDB, SQL, PostgreSQL, Access experience etc.

• Software background may cover a development or understanding of Embedded Linux platforms, C/C++ development, applications development C# etc.

• Process and people focused.

• Strong attention to detail and analytical problem solver.

If you are excited by the prospect of the challenges related to growth, love strategy but equally enjoy rolling up your sleeves, we want to hear from you.

To be considered, please submit your resume and cover letter (Word format) by selecting the “apply now” function.  Confidential enquiries can be made to Peter Starling, Client Partner on 07 3305 5830.

All unsolicited and third party applications will be forward to Peter Starling at OnTalent