Technical Product Specialist II

Technical Product Specialist II

The Technical Product Specialist II serves as an escalation point for complex technical issues that are escalated from program support and internal teams. The position provides in‑depth technical support by working across departments, including Development, Engineering, SQA, Product Management, and Project Management. The specialist drives resolution to technical issues, fully documents resolutions in CRM, and cross‑trains other specialists. Strong customer service skills and knowledge of utility business functions are required to support the Program Manager with deployment of company solutions.

The role also supports the company test environments, test lab, and associated suite of test cases and beta testing of products to provide feedback to Engineering teams.

• Owns test environments and test lab to support the deployment organization.
• Create relevant use case scenarios and appropriate solutions to demonstrate how the Grid Stream, Meter Data Management, Advanced Grid Analytics, or Advanced Load Management system operates and supports improvements to the customer-facing test suite.
• Support System Acceptance Testing (SAT) for new customer deployments.
• Lead creation of standard operating procedures and solutions for technical elements of the system that are effective and repeatable.
• Adhere to formal change control processes.
• Develop subject matter expertise in multiple technical domains:
  • Two‑way electric AMI technology, from head‑end software to the field endpoints.
  • Meter Data Management System from head‑end to Customer Information System.
  • Advanced Grid Analytics data model and key modules.
  • Advanced Load Management including Demand Response and Demand Manager.
• Ensure CRM tickets are fully documented and resolved or escalated within SLA guidelines.
• Proactively follow through on all technical issues to ensure items are addressed accurately and promptly.
• Support software installation activities for new releases and provide post‑implementation support.
• Identify and support process improvement opportunities and product improvements.
• Test and support beta versions of software and identify gaps in technical documentation such as release notes.
• Participate in response teams for root‑cause analysis of system problems identified in deployment of company solutions.

• High degree of analytical skills; able to complete methodical root‑cause analysis.
• Experience with Oracle or SQL Server database is a plus.
• Excellent written and oral communication skills.
• Self‑motivated, proactive, able to work under stressful conditions.
• Demonstrate customer focus with proven ability to resolve customer issues appropriately.
• Strong customer communication and service skills.
• Experience with wireless technologies is a plus.
• Background in software quality testing desired.
• Utility domain knowledge preferred.
• Experience with Windows desktop/server platforms and/or Unix, networking and scripting is a plus.

• Act as the liaison to other business units within Landis+Gyr to resolve and follow through on issues/defects.
• Work with limited direct supervision.
• Be highly adaptable in a dynamic work environment.
• Be accustomed to working in an environment driven by high standards for service and system delivery.
• Be an excellent team player; self‑starter with the ability to work unsupervised.
• Plan and maintain schedules.
• Demonstrate good judgment in selecting methods and techniques for solving problems.
• Be able to multitask and prioritize.
• Travel approximately 25%, including international travel.

• Bachelor of Science degree in Engineering or Computer Science required with 2 to 5 years of related experience.
• Experience in working with solutions involving both software and hardware.
• Utility operations experience is a plus.
• Experience working closely with customers is preferred.
• Technical and process certifications are a plus.

• Typical indoor office environment with majority of time spent sitting and working on a computer. Occasional use of other devices such as phone, copier/printer/fax, etc.
• Physically, required to stand, walk, crouch, or…