Front Line Support (FLS) Engineer (Fully Remote)

Exempt

Connected Manufacturing’s Front-Line Support (FLS) Engineer is a member of the technical support team with an exceptional focus on quality customer support. This role encompasses providing technical support to our customers, resolving issues by utilizing widely available resources, and an entrepreneurial spirit. The ideal candidate will have at least 4 years in a similar role, as well as proven exceptional customer-facing experience. Our support engineers are the heart and soul of our business. We care deeply about our customers and consistently go above and beyond to help. Our fast-growing customer base relies heavily on our ability to be present and helpful 24/7.

Role duties include:

• Providing technical support and maintenance on Connected Manufacturing products
• Performing troubleshooting within customer environments focused on the resolution of customer reported issues along with answering product questions raised by customers or partners through our ServiceDesk.
• Continually prioritizing your workload ensuring customers are kept up to date on the status of their cases following case management best practices.
• Creating content within the support knowledge base ensuring we share knowledge for new issues in a timely and effective manner.
• Escalating issues to the next level of support where you have reached the limit’s of your knowledge and tracking those cases to ensure you continue to learn.
• To contribute to the development of the customer support organization by participating in regular internal meetings and training sessions.

• Documentation
  • Create postings to Connected Manufacturing’s forum / knowledgebase that assist consultants with “self-help” troubleshooting and provide answers to common situations / errors
  • Assist with maintaining any relevant SOPs for job functions
• Other Duties
  • As assigned on a project basis

Travel Required:

• This is a remote position. Occasional travel may be required.
• Travel required based on:
  • Customer onsite support needs
  • Milestone delivery or hypercare periods

Connected Manufacturing introduction to MES

What we require from you:

• Previous Technical Support experience
• Basic knowledge and experience of Networking, Active Directory, Virtualization and Operating Systems
• Basic Knowledge of O365 (Configuration and Administration knowledge desired)
• Excellent interpersonal and communications skills.
• Excellent time management, decision making, prioritization and organization skills.
• Be a team player, promote a spirit of cooperation and teamwork.
• Create and maintain technical knowledgebase articles
• Welcomes challenging environments to apply specialist skills, maintaining customer confidence.
• Proven technical diagnostic and problem-solving skills.
• Good knowledge of ITIL framework
• Eager to learn new skills and technologies.
• A good understanding of cloud technologies and experience supporting products and solutions delivered as a service.
• Willingness to travel to attend company events or training (if required!)
• Available on rotation to participate in our three-shift system for 24/7 cover

Experience:

Required:

• 4+ years of experience in technical support role
• Experience related to MES software support
• Confidence with technical troubleshooting and problem-solving
• Fantastic oral and written communication
• Amazing people skills with a zeal to work with customers
• Thrive in a fast-paced, constantly evolving, team environment
• Experience with Camstar / Opcenter transactions, modelling, and troubleshooting
Experience with Medical Device or Regulated Industry

Desired:

• Skills supporting Opcenter (Camstar) products
• Software Licensing Experience
• Good knowledge of one of the many Case Management software applications used for FLS

B.S. degree in Information Technology, or Associates degree in Computer Science or related Field (or the equivalent experience) plus a minimum of four-years of related experience.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities.

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.
PHYSICAL REQUIREMENTS: of this position are, but not limited to the following: Ability to: Sit for extended periods of time. Stand in one area for extended periods of time. Stand and walk for extended periods of time. Ascend and descend steps. See for the purpose of observing accuracy of reports and documents. The ability to listen to and understand information and ideas presented through spoken words and sentences. The ability to communicate information and ideas in speaking so others will understand Communicate using a phone and computer. Push/pull, squat, turn, twist, bend, and stoop. Lift and carry 20 lbs. Reach in all directions. Think clearly and rationally to solve problems, make good judgments and decisions. Perform the essential functions of this position in an accurate, neat, timely fashion. Ability to meet the travel requirements of this position.
WORKING CONDITIONS: Office working environment subject to sitting at a desk for long periods of time, bending, crouching, or kneeling at files, pushing/pulling of file drawers, reaching in all directions, and prolonged periods of time working at a computer terminal.

Connected Manufacturing is an equal opportunity employer. We offer a welcoming and inclusive environment in service to one another, our projects, the diverse consumers we represent, and the global communities in which we work and call home. We do all of this with kindness, empathy, and respect for each other.