JOB DESCRIPTIONJob Title: Front Line Support (FLS) Engineer (Fully Remote)POSITION SUMMARY 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.GENERAL ACCOUNTABILITYRole duties include:Providing technical support and maintenance on Connected Manufacturing productsPerforming 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.DocumentationCreate postings to Connected Manufacturing’s forum / knowledgebase that assist consultants with “self-help” troubleshooting and provide answers to common situations / errorsAssist with maintaining any relevant SOPs for job functionsOther DutiesAs assigned on a project basisTravel Required: This is a remote position. Occasional travel may be required. Travel required based on: Customer onsite support needs; Milestone delivery or hypercare periodsCERTIFICATIONS / TRAININGConnected Manufacturing introduction to MESCAMSTAR ACCOUNTABILITYKey Responsibilities:In-depth knowledge of Opcenter (Camstar) product application (i.e. Modeler, Designer, database schema, transactions, business logic functionality)Experienced in Opcenter (Camstar) product applications and best practices around deployments and data migrationsExperienced in technical troubleshooting and diagnosis processesAbility to become competent on multiple technologiesCAMSTAR CERTIFICATIONSCertifications / ClassesVia Opcenter’s eLearning online portalOpcenter Education PortalOpcenter Portal User InterfaceExploring Opcenter ManufacturingResource Management CourseExploring Opcenter Manufacturing Feature ModulesExploring Opcenter QualityPortal Studio UserEXPERIENCE / QUALIFICATIONSWhat we require from you:Previous Technical Support experienceBasic knowledge and experience of Networking, Active Directory, Virtualization and Operating SystemsBasic 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 articlesWelcomes challenging environments to apply specialist skills, maintaining customer confidence.Proven technical diagnostic and problem-solving skills.Good knowledge of ITIL frameworkEager 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 coverExperience:Required:4+ years of experience in technical support roleExperience related to MES software supportConfidence with technical troubleshooting and problem-solvingFantastic oral and written communicationAmazing people skills with a zeal to work with customersThrive in a fast-paced, constantly evolving, team environmentExperience with Camstar / Opcenter transactions, modelling, and troubleshootingExperience with Medical Device or Regulated IndustryDesired:Skills supporting Opcenter (Camstar) productsSoftware Licensing ExperienceGood knowledge of one of the many Case Management software applications used for FLSEDUCATIONB.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.ESSENTIAL FUNCTIONS AND WORKING CONDITIONSEssential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.PHYSICAL REQUIREMENTS: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.EQUAL EMPLOYMENT OPPORTUNITY STATEMENTConnected 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.SALARY RANGESalary is commensurate with background, level of experience and job market data for location hired.
