Customer Support Engineer

AVEVA is a global leader in industrial software, driving digital transformation and sustainability. By connecting the power of information and artificial intelligence with human insight, AVEVA enables teams to use their data to unlock new value. We call this Performance Intelligence. AVEVA’s comprehensive portfolio enables more than 20,000 industrial enterprises to engineer smarter, operate better and drive sustainable efficiency. AVEVA supports customers through a trusted ecosystem that includes 5,500 partners and 5,700 certified developers around the world. The company is headquartered in Cambridge, UK, with over 6,500 employees and 90 offices in over 40 countries. Learn more at www.aveva.com.
We take pride in our core values and the diversity of our people, valuing the unique experience and expertise that people from different backgrounds bring to our business. At AVEVA, we’re all about Limitless possibilities. Are you?
AVEVA currently has an excellent career opportunity with an exciting progression plan for a customer support engineer to work within the Global Customer Support (GCS) team based in Northern Europe. As a member of the Global Customer Support (GCS) team, you will support customers across a rich portfolio of vital software, provide award-winning technical support and consultancy to help our customers protect and extend the value of their investment and keep their operations running smoothly.
The GCS Support team provides customer-focused training, consultancy and support via AVEVA’s helpdesk system. This position is charged with a range of customer-focused activities for large multinational customers through to smaller national and regional customers. The role focuses on the post-sales phase, working with other departments to ensure the needs of customers are met.
As a customer support engineer, you will initially support and be supported by the GCS team. The team is made up of application consultants from various engineering backgrounds. As you progress you will be expected to further develop your AVEVA product knowledge and skills to a point where you are comfortable to support customers on your own or as part of the wider team.
Principle Duties & Responsibilities:
Main Support Duties
• Respond to customer product inquiries.
• Create and assign tickets to correct group or team member, using AVEVA’s helpdesk system.
• Work with wider team to ensure timely resolution of the customer’s issues.
• Responsible for reviewing and updating cases to ensure AVEVA meet KPI’s outlined in customer support procedures.
• Assist with troubleshooting client problems and recommending corrective action.
• Assist the team with customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
• Assist with the setup of training environments and ensuring the correct software is loaded on to the machines. This could be physical hardware or virtual cloud-based hardware.



Building Customer Relationships
Support the team by discussing with customers AVEVA products and services in a professional manner.
Participate in the development of productive client relationships to enhance the free exchange of information relevant to AVEVA’s business goals.
Proactively develop customer relationships and maintain regular client contact to ensure issues are dealt with effectively and quickly.



Sales, Marketing & Development
Support the team participating in trade shows and exhibitions as agreed with Sales & Marketing, dealing with people in a confident and relaxed manner.
Make use of technical literature and presentations on AVEVA products and services to highlight their advantages and benefits to existing and potential customers.
Review product functional specifications when requested and participates in software testing.
Motivated to develop AVEVA software knowledge.



Qualifications / Experience:
Essential
Several years' experience working in plant/process industry
AVEVA Product Experience
Excellent written and oral English communication skills are necessary
Strong social and organizational skills, and ability to develop network for cross-functional working
Experience with Microsoft Office 2010 or higher
Driving license


Desirable
Written and oral communication skills in a Nordic language
Experience of working with Sales Force or other CRM tools
Good DABACON understanding
Experience of working in a customer support role or similar
Macro/Scripts Programming Knowledge (PML, C#, Visual Basic)


AVEVA is an Equal Opportunity Employer. We are committed to being an exemplar employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.
Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.
Concerning agencies: AVEVA does not accept unsolicited resumes and will not be responsible for fees related to such.