Application Deadline:

Workplace: Onsite Position

Location: Brookshire, TX, US, 77423

Contract Type: Full-Time

Working Hours: 40

Employment Type: Regular

Grundfos is seeking an experienced System Engineer- Digital Solutions to join the Global Back Office in the Water Utility - Service Sales team. The System Engineer will act as a technical reference contact for the WU digital analytical solutions, by providing reactive and proactive support to the customer and to the other Grundfos involved stakeholders from the onboarding towards the subscription adoption, expansion and renewal. The System Engineer will ensure operation of the solution and customer success in using it. This position reports directly to the Global Service Sales Back Office Manager and will operate daily out of their home office and the Brookshire, TX office. Relocation for this position cannot be supported and qualified candidates must have authorization to work in the USA without support.

What is the job about?

• Building and maintaining a detailed understanding of:

• The digital solutions and what it takes to operate and maintain it.
• The applications that solutions are deployed into.
• Relevant Grundfos components and pumps the digital solutions work along with.

• During sales stage:

• Provide technical assistance in identifying impact of the solution to the customer (hard and soft).
• Review customer specifications or requirements and address them (also in case of tenders).

• For active subscriptions:

• Provide technical insights on the customer paint points and room of improvement to make the solution deployment as successful as possible.
• Support the customer in the solution app configuration, delivering customer outcomes and reports to customer success team.
• Be the Grundfos technical eyes on the cloud apps outcome.
• Identify issues that can or has stopped the IT services constituting the digital solution or related services (e.g. login, connectivity etc.). Support the prioritization and initiations of actions to eliminate or reduce such issues in close collaboration with the team maintaining the solution.
• Provide support on incidents escalated by local sales or service or raised directly by customer/end-users and ensure that problems are solved, and cases are closed to satisfaction of customers. This includes effective collaboration with both local sales/service and 3rd level support and other stakeholders.
• Assume responsibility for and drive the documentation, implementation and further development of processes, tools, scripts etc. needed to provide global 1st and 2nd level support on the digital solutions according to the operating model driven by the customer success team together with the relevant stakeholders.
• Involve and collaborate with solution owner and digital development team when technical deep dive is required.

What do you need to apply?

Qualified candidates will possess a bachelor’s degree in Engineering, Technical or other related fields of study such as Mechanical or Hydraulic Engineer.

• Experience as Application Specialist/Application Engineer or other technical roles within Water Utility or similar sectors.

• Knowledge of Electronic, Remote-Control Systems (i.e. SCADA, etc.).

• Knowledge of Water networks, system, curves and pump basics.

• Experience from implementation of customer support processes including training, hyper care, team development, etc.

• Analytical approach to technical topics and challenges.

• Strong customer service focus, sense of urgency to meet or exceed customer expectations and achieve daily commitments.

• Ability to manage multiple projects and work with a high degree of accuracy to meet customer requirements.

• Excellent written and verbal communication skills.

• Perfect balance of technical perspective and customer centricity.

• Action and troubleshooting oriented; proactively pursues challenges, motivated to produce high-quality results independently.

• Accountability: personally accountable for decisions, actions and results.

• Life-long learner evaluates successes and failures to improve self and go-forward process for creating wins (is self-aware); leverages opportunities to learn at all times; is coachable.

• Resourceful: Takes a holistic view of situations to drive the best creative solution for the customer and Grundfos; explores alternative options effectively and timely.

• Fluent in English (verbal and written); multiple languages knowledge is a plus.

Please note that the internal job title for this position is Application Engineer- Digital Solutions.

If you would like to dig deeper into the Grundfos universe, please visit us on linkedin.com/company/grundfos or youtube.com/user/grundfos

We look forward to hearing from you.

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