Job Description
Key Responsibilities
- Manage customer expectation and issues with software releases providing a prioritized list of requests to business unit per platform. Independently learn and investigate customer's high value problem (HVP), systematic bug or systematic software failures.
- Troubleshoots a variety of difficult software problems and interface with engineering teams to improve product quality.
- Interfaces with external customers for requirements analysis and schedule.
- Manage software proliferation at customer sites. Deliver software implementations and manage customer to achieve project objectives.
- Performs customer specific software testing and analysis on bugs and enhancements.
- Track software performance and quality at external customer sites.
- Provide on-going training to customers and customer engineers (CE) for technical products and systems issues. Deliver updates and reports to managers, partners and peers.
- Assist in training junior level engineers in departmental procedures, corporate procedures, and detailed product operation. Lead work groups and troubleshooting forums.
Functional Knowledge
- Demonstrates conceptual and practical expertise in own discipline and basic knowledge of related disciplines
Business Expertise
- Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market
Leadership
- Acts as a resource for colleagues with less experience; may lead small projects with manageable risks and resource requirements
Problem Solving
- Solves complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information
Impact
- Impacts a range of customer, operational, project or service activities within own team and other related teams; works within broad guidelines and policies
Interpersonal Skills
- Explains difficult or sensitive information; works to build consensus
