Center of Excellence, DI Expert

You will undertake initiatives to improve R&D product release quality and deliver key serviceability enhancements that will improve the customer experience and enhance product supports ability to diagnose and service the product in the field. This position will require occasional customer travel and frequent communication with pre-sales, support and all departments of R&D.

Heres how youll be making an impact:

Providing active customer escalation investigations, determining root cause, and coordinating and implementing solutions with the extended R&D and support teams.
Engaging the R&D product release process and establishing a customer advocacy role, whereby the voice of the customer is represented during release sign-off and software development.
Ensuring root cause analysis are conducted for customer escalations and establishing a consistent practice across R&D.
Occasional meetings with Customers as part of R&D, we can represent R&D to the customer and engage in analysis, troubleshooting and provide ETAs, root cause analysis.
Identifying and driving improvements to system logging, alarming, and diagnostics.
Identifying top customer issues seen in field and prioritizing a corrective plan in liaison with customer first leaders.
Collaborating with Customer First Leaders, solution architects and presales to ensure that best engineering practices are adopted in the field.
Occasional travel to site as a customer advocate to collect customer feedback and share with teams.