Client Engineer (Cedar Rapids, US)

Client Engineer (Cedar Rapids, US)

Job Summary:

A Client Engineer performs technical tasks for a specific group of clients. They provide technical assistance, including troubleshooting and developing upon the CAD/AVL systems clients currently use. They must keep up to date on the latest technological developments in order to better advise transit agencies on the most effective way to utilize the software and its associated hardware.

The equipment and software which a Client Engineer works with is oftentimes complex and highly specialized. Fixing large-scale networking problems and being the front line for escalation with a client is a key role for this position. Upgrading and patching software is another function of this position.

The work of a Client Engineer is client-facing, they must be professional have strong communication skills. There is more to this position than technical work, and explaining the progress of the project to clients is paramount. In this way they would also act as a project manager.

Job Description:

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

  • Supports external customers as well as Trapeze staff with problem tracking, resolution, and escalation
  • Keep customer informed of problem status and resolution
  • Manage and maintain all aspects of the maintenance agreements with assigned clients
  • Create development reports, FAQs and knowledge base articles
  • Coordinate and install standard upgrades and patches as necessary
  • Lead workflow process and software configuration sessions with customers
  • Deliver training to customer as needed via WebEx and on-site visits if needed
  • Prioritize and balance competing issues based on urgency(internal and external) and length of time outstanding
  • Available for remote support after hours in an on-call rotation (compensated)
  • Travel and Passport required (Travel up to 50%)

QUALIFICATIONS:

  • Knowledge of TransitMaster and/or Novus ITS applications is preferred but not required.
  • SQL Server and/or ORACLE database experience
  • 4 to 8 years of experience in a similar role
  • Technical support experience
  • Client facing experience
  • Advanced knowledge of MS Windows.
  • Excellent troubleshooting skills.
  • Proficiency with networking concepts and computer hardware.

COMMUNICATION SKILLS:  Must possess excellent written and verbal communication skills.  Must produce job related documentation in the form of reports.  This position is very visible to the customer and must maintain a high level of professionalism.

EDUCATION and/or EXPERIENCE:  Bachelor degree in a technical discipline or equivalent experience with proven training in network administration and/or computer programming. 

About Trapeze

Here at Trapeze, we strive to ensure that our employees succeed in all aspects of their career. Our culture provides individuals with the ability and opportunity to collaborate, learn and grow. We encourage our employees to openly contribute ideas, whether you are a student, graduate, or current member of the team. From day one, you will be assigned tasks that are meaningful to both the success of our business and your career development.

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