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Position Title: Field Specialist Engineer
Organization: Product Support
Job Description:

The Field Specialist Engineer is a senior member of a product support team responsible for the provision of support across the entire product line; reporting report directly to the Worldwide Director of Support.

This position is one of the key Onshore escalation points for the Offshore Product Support Team. Field Specialists will handle all severity one (production down) cases, and for other cases work collaboratively with the EPC (offshore) Team to resolve Customer situations and to provide additional advice where required. The Field Specialist will also oversee the Tier 3 (Sustaining Engineering) escalations of defects. Another key responsibility for the Field Specialist is the transition of knowledge to the EPC (offshore) team.

The Field Specialist must have excellent communication skills, both verbal and written, in English.

The Field Specialist will be expected to travel both to Customer sites (to provide hands on support) and to India. It should be recognized that the job is not expected to be an “on-the-road” role, but the Field Specialist must appreciate that travel and nights away will be required.
Major Responsibilities:
• Ownership of cases (legacy or through escalation) allocated to the specialist through resolution and closure.
• Creation and deployment of environments to replicate, workaround and fix the problem reported
• Communication during the lifecycle of the case with the customer who opened the case and Support Centre, through to its closure and customer sign-off.
• Undertake internal and external quality reviews on a regular basis to identify risks and potential problems, with a focus on pre-production implementations (covering pre-production testing, system optimization, scalability and performance, health checks etc.) in the field and the EPC Support Centre.
• Assist in the enabling and mentoring of EPC (and new Onshore) team members on our product and 3rd party technology.
• Work proactively with internal and external organizations to ensure case resolution
• Communicate with Sustaining Engineering and Field resources on case status and resolutions to defects and/or critical issues
• Allocated additional internal projects to deliver against objectives
• Manage escalations and provide reports according to defined policies
• Lead technical support discussions and interact with field teams to collaborate on project situations
• Contribute to the Knowledge Base
• Visit customer sites if required

Requirements Overview
• Related degree and a minimum of 8-years related experience and some exposure to a support environment.
• A working knowledge of all technical aspects of implementing our products, and therefore requiring expertise in J2EE with a good knowledge of integration techniques.
• Ability to understand and work within large scale, complex design work.
• Quick study with the ability to become conversant in the deployment of all products, with an emphasis on real-world expertise
• A high degree of technical leadership skill to coordinate efforts in different organizations and resources towards the timely resolution of cases, in what can be high pressure situations.
• A deomonstrated experience in exercising judgment and creativity within general defined practices and policies in selecting methods and provide direction to the product support team.
• Strong technical adaptation and knowledge base to answer specific technical development or deployment questions based on a complete understanding of our architecture. This includes the ability to quickly develop and awareness of future releases to thereby guide design and development strategy to take advantage of these future releases.

There are Field Specialist teams in the USA, EMEA (UK and Germany) and New Zealand, who collectively cover the entire product set. Key responsibilities are as defined following.