15 days old

Customer Success Engineer - MindSphere

**Customer Success Engineer - MindSphere**

Locations:United States

Job Family: Engineering


English (US)

**Job Description**

**Division:** Digital Factory

**Business Unit:** Product Lifecycle Management

**Requisition Number:** 218167

**Primary Location:** United States--

**Assignment Category:** Full-time regular

**Experience Level:** Mid level

**Education Required Level:** Bachelor's Degree

**Travel Required:** No

**Division Description:**

Siemens is a global technology powerhouse that has stood for engineering excellence, innovation, quality, reliability and internationality for more than 165 years. As a global technology company, Siemens is rigorously leveraging the advantages that this setup provides. To tap business opportunities in both new and established markets, the Company is organized in nine Divisions: Power and Gas, Wind Power and Renewables, Energy Management, Building Technologies, Mobility, Digital Factory, Process Industries and Drives, Healthcare and Financial Services.

The Siemens Digital Factory Division offers a comprehensive portfolio of seamlessly integrated hardware, software and technology-based services in order to support manufacturing companies worldwide in enhancing the flexibility and efficiency of their manufacturing processes and reducing the time to market of their products.

For more information, please visit: http://www.siemens.com/businesses/us/en/digital-factory.htm

**Job Description:**

**Must currently be residing in greater area of: Boston, Atlanta, Detroit, Charlotte, NC, Plano, TX, St. Louis or Milford, OH.**

**The Team**

**The MindSphere Customer Success Engineering team, which provides technical expertise and operational support to ensure overall success of MindSphere customers in North America, is growing and has open positions for talented individuals looking to join our team. Do you love using cool technology to solve valuable problems? Our team would love to know more about you!**

**We are a dynamic and growing group of technical problem solvers, and are responsible for ensuring that technology delivers value to customers rather than getting in the way. We serve as the primary point of technical contact with active MindSphere customers, support these customers' initial on-boarding, contribute to their overall happiness with the MindSphere platform and help to ensure continued usage and growth in these accounts.**

**We are an equal-opportunity team and strongly encourage applications from people of all backgrounds who meet the minimum requirements in this job description.**

**The Role**

**When you join the team, you will develop a keen understanding of the MindSphere platform, including the overall value proposition but with special focus on the technology which underpins it. As customers implement on the platform, you will directly support customers in addressing any issues that arise, build strong relationships with their technical teams, and work closely the account team to ensure growth of customer usage.**

**In this role you will:**

+ **Handle initial customer contact around reported issues, resolving them directly when possible and correctly routing them when not.**

+ **Perform initial triage and root cause analysis using available MindSphere logs, alarms, and other relevant toolsets.**

+ **Manage customer expectations around resolution time, probable outcome and available workarounds, ensuring overall happiness with the platform and support.**

+ **Work closely with both the business and development organizations to accurately prioritize identified issues, balancing customer needs with MindSphere development effort.**

+ **Actively communicate these known MindSphere issues to the other customer facing team members for awareness during customer engagements.**

**All team members are considered front line and this position will lead tier 1 to tier 3 support activities. In addition to the direct support activities above, you will:**

+ **Be an advocate for customer requirements in the development process**

+ **Help build training and services programs to educate MindSphere team members on the tools, techniques, and methodologies relevant to customers' operational environments.**

+ **Drive implementation of new tools or processes that will lead to more efficient MindSphere deployment and support.**

+ **Actively contribute to the MindSphere product roadmap for enhancements that will improve customer success**


**We are looking for you to have about 3 years of experience in a role requiring technical problem solving and root cause analysis. You'll have a pattern of over-achievement, strong interpersonal skills and both love and excel at making things just work.**

**You are passionate about technology and have a broad familiarity with several technologies and expertise in a subset of those. Areas of particular interest would include:**

+ **Factory Automation (e.g. SCADA, PLC Programming, CNC) and Industrial Networking**

+ **Network Protocols, both wireless and wireline**

+ **Application Development Languages (e.g. Java, C/C++)**

+ **Cloud Development technologies, languages and frameworks (e.g. Node.js Cloud Foundry, etc)**

+ **Data Management (e.g. SQL, NoSQL, ETL platforms)**

+ **Cloud Platforms such as AWS or Azure**

+ **Business Analytics, Machine Learning tools such as R, SAS, Tableau, or scikit-learn.**

**We don't expect anyone to be an authority in (or even familiarity with) all these disparate technologies, and team members strong in one area will help develop those skills across the team.**

**You should expect to work independently at times, but always in the context of a supportive team who can provide assistance and expertise outside the skills you bring to the team.**

**Our team members typically have a 4 year college degree or equivalent work experience, and graduate degrees or coursework are valued. Hands-on experience in any of the following industries or environments is a plus:**

+ **Automotive**

+ **General Discrete Manufacturing**

+ **Process Industries**

+ **Food and Beverage**

+ **Transportation and Logistics**

+ **City Infrastructure**

**We generally prefer individuals who are legally authorized for employment in the Unites States. However, if you have extraordinary skills we will consider employer-sponsored work authorization.**

**Minimum Requirements**

**We are an equal-opportunity team and strongly encourage applications from people of all backgrounds who meet the minimum requirements in this job description. The following minimum skills or experience are required to be considered for this position:**

+ **Two years of work-experience in a customer-facing (internal or external customers equally considered) role**

+ **Two years of hands-on technical problem-solving experience**

+ **Direct, demonstrable experience with at least one of the following technologies: Javascript, Cloud Foundry, Amazon AWS, Industrial Automation, Analytics (Tableau, Spotfire, R, or similar), or Data Connectivity and Integration (e.g. Web Methods)**

**Equal Employment Opportunity Statement**

Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.

**EEO is the Law**

Applicants and employees are protected under Federal law from discrimination. To learn more, Click here at https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm .

**Pay Transparency Non-Discrimination Provision**

Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here at https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf .


  • Automotive
  • Engineering
  • Financial Services
  • Legal
  • Manufacturing / Production

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