Customer Experience Engineer - PI

About the Role

We are seeking a highly skilled and experienced Customer Experience Engineer - PI to join our dynamic team. In this pivotal role, you will serve as a technical expert in Automation and OSI PI software, providing unparalleled support to our customers while driving the optimization of their automation environments. Your responsibilities will encompass troubleshooting complex technical issues, mentoring junior engineers, and collaborating with cross-functional teams to ensure seamless resolution of critical challenges. This position offers a unique opportunity to contribute to high-impact projects, enhance customer satisfaction, and shape the future of automation and data management solutions.

Key Responsibilities

• Expert-Level Technical Support: Deliver specialized technical assistance for Automation and OSI PI software, including in-depth troubleshooting, root cause analysis, and resolution of complex issues to minimize downtime and maximize system performance.
• Customer Optimization and Guidance: Partner with customers to enhance the performance and functionality of OSI PI solutions within their automation infrastructures, ensuring alignment with their operational goals and industry best practices.
• Leadership and Mentorship: Lead and mentor junior support engineers by providing technical guidance, sharing best practices, and fostering a culture of continuous learning and professional growth within the team.
• Cross-Functional Collaboration: Work closely with engineering, product development, and customer success teams to escalate and resolve critical issues promptly, ensuring adherence to service level agreements (SLAs) and maintaining high levels of customer satisfaction.
• Training and Knowledge Transfer: Develop and deliver comprehensive technical training sessions for both customers and internal teams, covering OSI PI software, automation systems, and advanced troubleshooting techniques to empower stakeholders with the necessary skills.
• Documentation and Knowledge Management: Create, update, and maintain technical documentation, including knowledge base articles, troubleshooting guides, and procedural manuals, to ensure consistency and accessibility of critical information across the organization.
• Case Management and SLA Compliance: Monitor and manage support cases diligently to ensure timely resolution and compliance with SLAs, while proactively identifying opportunities to improve service delivery and customer experience.
• Software Validation and Feedback: Participate in the testing and validation of software updates, patches, and configurations, providing valuable feedback to product development teams on recurring issues, feature requests, and potential enhancements to drive product excellence.

Qualifications and Skills

• Education: Bachelor of Science degree in Computer Engineering, Electrical Engineering, or a related technical field.
• Experience: Minimum of four years of hands-on experience as a Technical Engineer or in a comparable role, with a proven track record in supporting OSI PI and automation systems.
• Technical Proficiency: In-depth knowledge of OSI PI, AVEVA System Platform, InTouch, Historian, and database applications, with a strong understanding of automation and data management principles.
• Programming and Scripting: Familiarity with programming languages such as SQL and scripting is highly desirable, enabling you to automate processes, analyze data, and develop custom solutions as needed.
• System Implementation Experience: Prior experience in large-scale System Platform implementations, including deployment, configuration, and optimization, is essential to excel in this role.
• Soft Skills: Exceptional communication, collaboration, and problem-solving abilities, with a keen aptitude for managing multiple projects and clients in a fast-paced environment.
• OSI PI Expertise: Direct experience with OSI PI is mandatory, ensuring you possess the specialized knowledge required to support and enhance this critical software platform.

Why Join Us?

As a Customer Experience Engineer - PI, you will have the opportunity to make a significant impact by contributing to groundbreaking projects that shape the future of automation and data management. You will work alongside a talented and dedicated team, leveraging your expertise to deliver exceptional value to our customers while advancing your career in a dynamic and innovative environment. If you are passionate about technical excellence, customer success, and continuous improvement, we invite you to apply and become a part of our mission to co-create the future.