Service Engineer

Premium Service Engineer I

At Landis+Gyr, we don't just manage energy—we lead the transformation toward a smarter and more sustainable energy future. With a net revenue of USD 1.73 billion in FY 2024, and a presence in over 30 countries across five continents, Landis+Gyr empowers utilities and consumers to optimize energy usage through advanced metering, grid-edge intelligence, and powerful data analytics. Today, our global team of about 6,300 professionals is shaping the digital energy era—developing innovative technologies that support decarbonization, grid modernization, and real-time energy insights.

Our record USD 4.6 billion order backlog and strong book-to-bill ratio reflect long-term confidence in our mission and solutions. Join us at Landis+Gyr, where we manage energy better!

Job Summary:

The Premium Service Engineer I provides in-depth remote support for technical issues which are assigned by the customer. These technical issues are critical in nature and generally time consuming and/or above the level of expertise in the Service Desk. The Premium Service Engineer I is responsible for driving resolution to technical issues, engaging other departments when applicable, and fully documenting the resolution in CRM.

If technical issues cannot be resolved, the Premium Service Engineer I is expected to gather sufficient detailed technical information before escalating to the Tier 2 team. The position requires strong customer service and communication skills and knowledge of utility business functions to support the other team members with the support of company solutions for customers.

• Database queries and detailed investigations to support case management.
• Hands-on device management, including network configuration, firmware updates, software update support including Command Center, Radio Shop, and Tech Studio updates, field and lab testing support, test script development and execution, AMI lab and test environment support.
• The Premium Service Engineer will respond to technical inquiries, provides in-depth support to the customer and project teams, and provides network monitoring and troubleshooting.

• Supports and adheres to Company's core values.
• Performs other duties or responsibilities as assigned or required.
• Supports and adheres to Company's Code of Conduct and Ethics Policy.
• Represents Company in a positive, professional manner when working with both internal and external customers.

Required Skill Set:

• Experience with Windows desktop/server platforms and/or Unix, Microsoft Office products, SQL Server and/or Oracle database management and queries, Networking, and Scripting
• 3-year minimum Landis+Gyr AMI product working knowledge (Command Center, MDMS, or Integration), as Service Desk engineer, TIE, Integration Analyst, or similar.
• High degree of analytical skills; able to complete methodical root cause analysis
• Excellent communication, documentation, and customer service skills

Preferred Skill Set:

• Advanced Landis+Gyr AMI product knowledge with 3+ years of experience
• Advanced knowledge with Windows desktop/server platforms and/or UNIX, Microsoft Office products, SQL Server and/or Oracle database management and queries, Networking, and Scripting
• 5 years of experience working on or directly with in a Technical Service Desk setting
• Perl,.NET Framework knowledge

• Limited decision-making with low impact
• Regular contact with employees, external customers, and/or industry contacts
• Self-motivated, proactive, able to work under stressful conditions.
• Ability to work independently or with a team.
• Ability to lead projects.
• Ability to multitask and prioritize.
• Occasional travel other locations may be required.

Bachelor's degree in engineering, computer information systems, or related field

Minimum of 2 years of experience in technical support in the Utility industry or a closely related field.

A combination of education, relevant experience, and previous performance will be considered in considering candidates for the position

Working Conditions/Physical Requirements/Safety/PPE/OHSAS:

Working Conditions:

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