Veolia is a global leader in environmental services, operating across all five continents with nearly 218,000 employees. Specializing in water, energy, and waste management, Veolia designs and implements innovative solutions for decarbonization, depollution, and resource regeneration, supporting communities and industries in their ecological transformation. Within this framework, Water Tech brings together a dedicated team of experienced professionals committed to tackling the world’s most complex challenges related to water scarcity, quality, productivity, and energy. Together, we pursue a shared mission to create a more sustainable future.
Job Description
Technical Support Specialist of the Technical Op’s Services Technical Support team with focus on effective post commissioning technical support, warranty claim management and customer issue resolution. This role will be responsible for providing world class support to the ES install base customers. The Technical Support Specialist is accountable for managing customer issues to closure both during regular business hours & 24/7 after hours support.
Responsibilities include implementation of all necessary EHS, design standards, procedures, governance and processes required to represent the company as a customer facing Subject Matter Expert (SME). This is a highly networked role that requires an ability to work under pressure, make operational decisions under challenging deadlines. Success in this role requires strong people management and technical skills.
Key Characteristics
Able to communicate with fellow Technical Support team, engineering, process & controls groups to ensure issues are recorded and understood to allow uninterrupted customer service
Highlight chronic issues in product to Product Managers and engineering personnel and assist in implementing solutions
Able to provide training facilitation to both internal & external customers as a subject matter expert with specific product focus on P&D/Legacy(Ozonia, Aquaray UV, Clarifiers, DAF’s, MBBR etc…) product lines
Strong focus on customer relationships (both external and internal customers). Understands balance between customer and Veolia teams
Duties & Responsibilities
Work closely with Product Management to understand the root cause of the failure, communicate and report on progress with the customer, update Customer Technical Support Cases (CTS) and ensure the technical closure of the case is recorded & validated with the customer
Organize and drive feedback to engineering and senior management for sustained product and project delivery improvement
Communicate with fellow Technical Support team members, process & controls groups to ensure cases are recorded and understood to allow uninterrupted customer service
Lead the resolution of customer complaints and issues throughout a project lifecycle
Investigate and report cases in the CTS application
Facilitate client issue resolution and participate in RCA (Root Cause Analysis) teams to identify & resolve systemic issues across the business
Active participation in Large Issue review meetings, responsible for the project to be completed on budget through tracking all project costs when leading complicated solutions to large issues
Develop and maintain an in-depth knowledge of all Veolia WTS and service offerings specific to P&D/Legacy Business and related products
Please note: This role can be based in one of our offices across NORAM, or it can be 100% remotely, depending on the candidate's experience and preference. There is minimal travel required to customer sites and Veolia offices, as deemed necessary.
Qualifications
Knowledge, Skills & Abilities
Ability to multitask on several concurrent projects
Ability to effectively present ideas and information verbally and through written documentation
Demonstrated ability to work independently
Be able to trouble shoot and repair Mechanical and Electrical components typically found in water treatment plants (pumps, blowers, valves etc…) via the phone with an operator or at a plant site
Have working knowledge of PLC controls and basic abilities to modify and read PLC logic
Be able to read and understand Process Flow Diagrams (PFD’s), Process and Instrument Drawings (P&ID’s), Electrical Drawings, Control Logic Summary Charts (CLSC) and Operating Sequence Charts (OSC)
Education & Experience
Required:
5 years’ experience with Veolia WTS systems or equivalent industry experience
5 years of client relationship management experience
Preferred:
Relevant field experience working on Veolia WTS products
Background in Root Cause Analysis (RCA) tools
Bachelor's Degree or College Diploma with a minimum of 5 years of experience in a water treatment field
Knowledge of and/or demonstrated ability to learn new equipment and processes related to Veolia WTS products and systems including but not limited to RO/ED, UF/MBR, Ion Exchange, P&D (purification & disinfection), ADT and Thermal technologies
Additional Information
At Veolia, we realize diverse teams make smarter decisions, deliver better results, and build stronger
communities. We’re an organization that champions diversity and inclusion at every rung of the ladder
and are proud to be an equal opportunity workplace
As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination.