Water Treatment/Wastewater Equipment Troubleshooting Specialist - Suez Water Technologies & Solutions : Job Details

Company Description

Veolia is a global leader in environmental services, operating across all five continents with nearly 218,000 employees. Specializing in water, energy, and waste management, Veolia designs and implements innovative solutions for decarbonization, depollution, and resource regeneration, supporting communities and industries in their ecological transformation. Within this framework, Water Tech brings together a dedicated team of experienced professionals committed to tackling the world's most complex challenges related to water scarcity, quality, productivity, and energy. Together, we pursue a shared mission to create a more sustainable future.

Job Description

The Technical Support Specialist in the Technical Operations Services team focuses on effective post-commissioning technical support, warranty claim management, and customer issue resolution. This role provides world-class support to the ES install base customers and is responsible for managing customer issues to closure during regular hours and 24/7 after-hours support.

Responsibilities include implementing all necessary EHS, design standards, procedures, governance, and processes to represent the company as a customer-facing Subject Matter Expert (SME). This highly networked role requires the ability to work under pressure and make operational decisions under challenging deadlines. Success requires strong people management and technical skills.

Key Characteristics

• Effective communication with Technical Support team, engineering, process, and controls groups to ensure issues are recorded and understood for uninterrupted customer service.
• Highlighting chronic issues in products to Product Managers and engineering teams, and assisting in implementing solutions.
• Providing training facilitation to internal and external customers as a subject matter expert, focusing on P&D/Legacy product lines (Ozon, Aquaray UV, Clarifiers, DAFs, MBBR, etc.).
• Maintaining a strong focus on customer relationships, understanding the balance between customer and Veolia teams.

Duties & Responsibilities

• Collaborate with Product Management to understand root causes of failures, communicate and report progress to customers, and ensure technical closure of cases.
• Organize and drive feedback to engineering and senior management to improve product and project delivery.
• Ensure cases are properly recorded and understood to allow uninterrupted customer service.
• Lead resolution of customer complaints and issues throughout project lifecycle.
• Investigate and report cases using the CTS application.
• Facilitate client issue resolution and participate in RCA teams to resolve systemic issues.
• Participate in Large Issue review meetings, managing project costs and solutions for large issues.
• Develop and maintain in-depth knowledge of Veolia WTS and service offerings related to P&D/Legacy Business.

Note: This role can be based in our offices across NORAM or be 100% remote, depending on experience and preference. Minimal travel to customer sites and Veolia offices may be required.

Knowledge, Skills & Abilities

• Ability to multitask across multiple projects.
• Effective verbal and written communication skills.
• Ability to work independently.
• Troubleshooting and repairing mechanical and electrical components in water treatment plants via phone or at site.
• Working knowledge of PLC controls and basic modification and reading of PLC logic.
• Ability to read PFDs, P&ID's, electrical drawings, and control logic charts.

Education & Experience

Required:

• 5+ years' experience with Veolia WTS systems or equivalent industry experience.
• 5+ years of client relationship management experience.

Preferred:

• Relevant field experience working on Veolia WTS products.
• Background in Root Cause Analysis (RCA) tools.
• Bachelor's Degree or College Diploma with at least 5 years in water treatment.
• Knowledge of or ability to learn Veolia WTS equipment and processes, including RO/ED, UF/MBR, Ion Exchange, P&D, ADT, and Thermal technologies.

Additional Information

Veolia values diverse teams for better decision-making and results. We are committed to diversity and inclusion, and as an equal opportunity employer, we consider all applications without discrimination.