Sr Advanced Project Engr

Sr Advanced Project Engr

Roles and Responsibilities:

• Work within a dedicated global team of technical resources focused on delivering customer satisfaction excellence for designated BMA applications.
• Ensure each customer's experience meets the high standard of technical support, providing professional and best-in-class results.
• Ensure each customer technical engagement adheres to published target response and resolution times, and that reported issues are correctly resolved.
• Prioritize cases daily and ensure they are handled by the most appropriate resource/function within the global organization.
• Provide customers with timely communication and status updates on case progress until resolution.
• Ensure customer satisfaction and issue resolution before cases are closed in SFDC.
• Actively drive Knowledge Centered Support (KCS) within the team.
• Ensure compliant usage of the Knowledge Base within the team to resolve and document cases.
• Engage in the creation of new articles and updating existing articles for all problem cases.
• Actively share knowledge articles with customers, service, and project engineers through various channels (wiki, recorded webinars, YouTube, monthly sessions, knowledge sharing mails, forums, etc.).
• Improve the case handling process by developing Data Collection Guidelines, Audit Documents, and other tools.
• Work within Communities of Practice to gather and document knowledge.
• Actively engage in product readiness from a Technical Support perspective (New Product Introduction (NPI), product training availability, test equipment, software access, Request for Quotation (RQUP)).
• Collaborate with Technology teams to ensure product issues are addressed according to agreed customer communication and resolution timeframes.
• Meet or exceed compliance metrics and associated Key Performance Indicators (KPIs) established for case response, case resolution, customer status updates, and customer satisfaction.
• Collaborate across the Technical Support Organization to manage and drive timely and satisfactory customer case resolution.
• Support customers in EMEA, primarily from 2 PM to 10 PM IST.
• On occasion, work on follow the sun case escalations from North America and Latin America (NALA) and hand over follow the sun case escalations to Asia-Pacific (APAC) + EMEA teams.
• Opportunity to travel to engage with customers on site and at events, to drive cross-functional teams, to receive or deliver training, and to support implementation of improvement strategies.
• Contribute to exceeding Service Level Agreements (SLA) for response and resolution.
• Ensure proactive and frequent customer communication of case status.
• Increase first contact solve rates and customer self-serve capabilities (measured by Case Deflection rates and SFDC).
• Contribute to reduced post-release defects/issues via increased NPI participation and advocacy, alpha testing, and proactive Product Anomaly Resolution (PAR) management.
• Maintain a highly satisfied customer base as measured by Net Promoter Score (NPS).
• Develop and execute a personal competency training plan, including secondary cross-functional depth.

Skills Requirement:

• Extensive product knowledge related to Blending and Movement Automation (BMA) applications.
• Good technical understanding of the usage of specific BMA applications within the Heavy Process Industry.
• Excellent communication and collaborative skills, both verbal and written.
• Experience in working within global teams and coordinating across regions.
• Strong problem-solving and troubleshooting abilities for complex technical issues.
• Proactive approach to customer satisfaction and service delivery.
• Ability to prioritize and manage multiple cases effectively.
• Familiarity with Knowledge Centered Support (KCS) principles.
• Ability to create and maintain technical documentation.
• Strong interpersonal skills to interact directly with end-user customer technical resources and business leaders.

QUALIFICATION:

• Bachelor's degree in Engineering or a related technical field.