Sr Advanced Project Engr

Job Description We are seeking a highly experienced and customer-focused Sr Advanced Project Engr to deliver superior customer satisfaction for our Blending and Movement Automation (BMA) applications at Sparta Systems. This role is crucial for ensuring exceptional technical support response, communication, and resolution of cases, working within a global team to maintain best-in-class service standards. Roles and Responsibilities: - Work within a dedicated global team of technical resources focused on delivering customer satisfaction excellence for designated BMA applications. - Ensure each customer's experience meets the high standard of technical support, providing professional and best-in-class results. - Ensure each customer technical engagement adheres to published target response and resolution times, and that reported issues are correctly resolved. - Prioritize cases daily and ensure they are handled by the most appropriate resource/function within the global organization. - Provide customers with timely communication and status updates on case progress until resolution. - Ensure customer satisfaction and issue resolution before cases are closed in SFDC. - Actively drive Knowledge Centered Support (KCS) within the team. - Ensure compliant usage of the Knowledge Base within the team to resolve and document cases. - Engage in the creation of new articles and updating existing articles for all problem cases. - Actively share knowledge articles with customers, service, and project engineers through various channels (wiki, recorded webinars, YouTube, monthly sessions, knowledge sharing mails, forums, etc.). - Improve the case handling process by developing Data Collection Guidelines, Audit Documents, and other tools. - Work within Communities of Practice to gather and document knowledge. - Actively engage in product readiness from a Technical Support perspective (New Product Introduction (NPI), product training availability, test equipment, software access, Request for Quotation (RQUP)). - Collaborate with Technology teams to ensure product issues are addressed according to agreed customer communication and resolution timeframes. - Meet or exceed compliance metrics and associated Key Performance Indicators (KPIs) established for case response, case resolution, customer status updates, and customer satisfaction. - Collaborate across the Technical Support Organization to manage and drive timely and satisfactory customer case resolution. - Support customers in EMEA, primarily from 2 PM to 10 PM IST. - On occasion, work on follow the sun case escalations from North America and Latin America (NALA) and hand over follow the sun case escalations to Asia-Pacific (APAC) + EMEA teams. - Opportunity to travel to engage with customers on site and at events, to drive cross-functional teams, to receive or deliver training, and to support implementation of improvement strategies. - Contribute to exceeding Service Level Agreements (SLA) for response and resolution. - Ensure proactive and frequent customer communication of case status. - Increase first contact solve rates and customer self-serve capabilities (measured by Case Deflection rates and SFDC). - Contribute to reduced post-release defects/issues via increased NPI participation and advocacy, alpha testing, and proactive Product Anomaly Resolution (PAR) management. - Maintain a highly satisfied customer base as measured by Net Promoter Score (NPS). - Develop and execute a personal competency training plan, including secondary cross-functional depth. Skills Requirement: - Extensive product knowledge related to Blending and Movement Automation (BMA) applications. - Good technical understanding of the usage of specific BMA applications within the Heavy Process Industry. - Excellent communication and collaborative skills, both verbal and written. - Experience in working within global teams and coordinating across regions. - Strong problem-solving and troubleshooting abilities for complex technical issues. - Proactive approach to customer satisfaction and service delivery. - Ability to prioritize and manage multiple cases effectively. - Familiarity with Knowledge Centered Support (KCS) principles. - Ability to create and maintain technical documentation. - Strong interpersonal skills to interact directly with end-user customer technical resources and business leaders. QUALIFICATION: - Bachelor's degree in Engineering or a related technical field.