Technical Customer Support Engineer

Pleasanton, CA, United States

**Technical Customer Support Engineer**

at ServiceMax Pleasanton, CA **Who We Are:**

ServiceMaxs mission is to help customers keep the world running with asset-centric field service management software. As the recognized leader in this space, ServiceMaxs mobile apps and cloud-based software provide a complete view of assets to field service teams. By optimizing field service operations, customers across all industries can better manage the complexities of service, support faster growth and run more profitable, outcome-centric businesses.

A career at ServiceMax means unleashing your potential to build, sell, implement and market award-winning products with a #wintogether and #customerobsessed approach. From MRI machines to gym equipment, customers around the globe rely on ServiceMaxs cloud-based software platform to keep these machines and the world running, every single day. We pride ourselves in creating a culture that inspires our employees to be the best they can be in an inclusive and judgement-free environment.

**Our Commitment:**

ServiceMax is committed to providing a place of opportunity and growth for employees of all races, genders, and ages. We strive to build a team that better reflects the communities we live and work in. Join a team that is committed to equal representation in the workplace and fostering a community of education and action against racial, gender and social injustice. We welcome varying belief systems, philosophies, and lifestyles.

**What You Will Do:**

* Analyze the issue raised by the customer on their own or connect with customer in case of any further details needed.

* Collaborate with respective functional teams during the process of analyzing customer issue raised.

* Debug the issues raised in case of product implementation or customization issues.

* Assess the business impact of customer issue raised and update the stakeholders about such impact.

* Extend support services by participating in resolution of issue tickets and change requests.

* Collaborate with customers and ServiceMax functional teams to integrate, implement software updates, change requests and application support activities.

* Represent ServiceMax customer support team and manage client relationship for respective product customers.

* Create knowledge articles and peer review of articles for resolved customer issues.

* Continuous management and upkeep of Customer SLAs.

* Meet the CSAT score as per the company standards.

**What You Bring to ServiceMax:**

* Exposure to Salesforce.com CRM product is a MUST.

* 4+ years of Information Technology experience.

* 4+ years of experience of providing support solutions for customers.

* 1 or more years of exposure to Field Service function or equivalent number of years supporting/implementing FS applications would be nice to have but not required

* Sound knowledge and hands-on exposure to a major Relational Database Management System (Oracle and/or SQL*Server preferred)

* Strong experience with technologies supporting SaaS applications, including XML, Web Services, HTML, Java and JavaScript.

* Strong client interfacing skills.

* Ability to work in a globally distributed team environment, liaising with on-site teams and customers.

* Must be able to work in a remote environment.

* Excellent oral and written communication skills.

* Willing to work a rotation work schedule.

**Ideal candidate will also have:**

* Bachelors Degree or relevant work experience.

* Salesforce Administration certification ADM201 or ADX201.

* 1 or more years of exposure to Field Service function or equivalent number of years supporting/implementing FS applications would be nice to have but not required.

* Fluent Japanese

**What ServiceMax Offers You:**

* Highly competitive wellness benefits including Medical, Dental, Vision, Life insurance

* Flexible Spending Benefits

* Flexible Time Off

* 401(k) Retirement Savings Program

* Commuter Benefits

* Professional development and training opportunities

For more information, visit or visit us on , or .

Our Hiring Process In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification.

We do not accept unsolicited headhunter and agency resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with ServiceMax.

ServiceMax is an equal opportunity employer. We eagerly seek applicants of diverse background and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.

**#LI-SS1**

**Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in ServiceMaxs Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

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**Voluntary Self-Identification of Disability**

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively imp

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