Who We Are:
ServiceMax’s mission is to help customers keep the world running with asset-centric field service management software. As the recognized leader in this space, ServiceMax’s mobile apps and cloud-based software provide a complete view of assets to field service teams. By optimizing field service operations, customers across all industries can better manage the complexities of service, support faster growth and run more profitable, outcome-centric businesses.
A career at ServiceMax means being part of a diverse and talented team that’s excited and proud to build, sell, implement, and market award-winning products with a #wintogether and #customerobsessed approach. From MRI machines to gym equipment, customers around the globe rely on ServiceMax’s cloud-based software platform to keep these machines – and the world – running, every single day. We pride ourselves on fostering a culture that empowers employees to create the career experience they want and inspires them to thrive in an inclusive, accepting environment.
Our Commitment:
ServiceMax is committed to providing a place of opportunity and growth for employees of all races, genders, and ages. We strive to build a team that better reflects the communities we live and work in, and we welcome varying belief systems, philosophies, and lifestyles. Join a team that is committed to equal representation in the workplace and fostering a community of education and action against racial, gender and social injustice.
Job Summary:
Deliver world-class maintenance and support services to ServiceMax customers. Your excellent technical and troubleshooting skills with mission-critical SaaS applications assist ServiceMax customers in using and resolving day-to-day product questions for the ServiceMax Field Service products. You will use excellent communication to resolve customer issues in a high-quality manner, measured through customer satisfaction. The Senior Technical Customer Support Engineer is the first point of contact for all ServiceMax Customers. Capture, understand and reproduce the customer issue and take the appropriate actions to root cause and resolve satisfactorily.
What You Will Do:
Service customers by logging, replicating, troubleshooting, and resolving technical support cases
Operate effectively, clearly, and succinctly in an unstructured environment and demonstrate an awareness of the full breadth of services offered by ServiceMax.
Primarily focus on resolving customer cases and developing knowledge because of case closure.
Communicate updates and resolutions, as well as questions and clarification, in a written and verbal manner.
Advocate / be the voice of the customer within ServiceMax.
Manage the client relationship for ServiceMax and support new business development activities.
Engage with customers to address requests reactively and proactively for service
Assisting your team members in promptly closing any outstanding customer cases as needed.
Continuous management and upkeep of Customers.
Meet or exceed the SLA’s Case Quality and Customer Satisfaction (CSAT) score per the company standards.
Collaborate with customers and ServiceMax functional teams to integrate, and implement software updates, change requests, and application support activities.
Assess the business impact of customer issues raised and update the stakeholders about such implications.
Create Knowledge articles and peer-review articles for resolved customer issues.
Mentor, coach, and onboard new team members allowing them to achieve success in their roles
What You Bring to ServiceMax:
5-7 years of experience in providing technical product support solutions for customers
5-7 years of experience in providing support solutions for customers
5-7 years of Information Technology experience.
Exposure to Salesforce.com CRM product is a MUST
Salesforce work experience is mandatory; should have worked on one Salesforce support project.
Salesforce Administration certification ADM201 or ADX201.
Strong communication skills, both written and verbal
Strong client interfacing skills
Sound knowledge and hands-on exposure to a significant Relational Database Management System (Oracle and SQL*Server preferred)
Strong experience with technologies supporting SaaS applications, including XML, Web Services, HTML, Java, and JavaScript.
2+ years of experience in Coding, testing, and debugging applications programs.
2+ years of experience supporting mobile applications interfacing with SaaS applications, including experience with iOS, Android, and Windows mobile
Ability to work in a globally distributed team environment, liaising with on-site teams and customers.
Must be able to work in a remote environment.
Ability to adjust your work schedule to cover extended hours and weekends.
Ability to work independently and be a self-starter
Demonstrated ability to learn quickly in a fast-paced, multi-tasking development environment
Strong presentation skills with the ability to effectively present their point of view to a variety of audiences
Skills/Experience - Desirable
Bachelor’s Degree in Information Technology or relevant work experience.
Experience with cloud delivery platforms, with AWS experience a plus
Three or more years of exposure to the Field Service domain or experience supporting/implementing
Field Service applications and the equivalent number of years supporting/implementing FS applications.
ServiceMax product experience is a plus but not mandatory
What ServiceMax Offers You:
Highly competitive wellness benefits, including Medical, Dental, Vision, and Life insurance
Flexible Spending Benefits
Flexible Time Off
401(k) Retirement Savings Program
Commuter Benefits
Professional development and training opportunities
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