Job Title

Veolia Group 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, Veolias Water Technology Business brings together a dedicated team of experienced professionals committed to tackling the worlds 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 Equipment Support Specialist of the Technical Ops Services Technical Support team with focus on effective postcommissioning technical support, warranty claim management and customer issue resolution. This role will be responsible for providing worldclass support to the ES install base customers. The Technical Support Specialist is accountable for managing customer issues to closure both during regular business hours and 24/7 afterhours support. Responsibilities include implementation of all necessary EHS, design standards, procedures, governance and processes required to represent the company as a customerfacing Subject Matter Expert (SME). This is a highly networked role that requires an ability to work under pressure, make operational decisions under challenging deadlines. Success in this role requires strong people management and technical skills. Key Characteristics Able to communicate with fellow Technical Support team, engineering, process & controls groups to ensure issues are recorded and understood to allow uninterrupted customer service Highlight chronic issues in product to Product Managers and engineering personnel and assist in implementing solutions Able to provide training facilitation to both internal & external customers as a subject matter expert with specific product focus on P&D/Legacy (Ozonia, Aquaray UV, Clarifiers, DAFs, MBBR etc.) product lines Strong focus on customer relationships (both external and internal customers). Understands balance between customer and Veolia teams Duties & Responsibilities Work closely with Product Management to understand the root cause of the failure, communicate and report on progress with the customer, update Customer Technical Support Cases (CTS) and ensure the technical closure of the case is recorded & validated with the customer Organize and drive feedback to engineering and senior management for sustained product and project delivery improvement Communicate with fellow Technical Support team members, process & controls groups to ensure cases are recorded and understood to allow uninterrupted customer service Lead the resolution of customer complaints and issues throughout a project lifecycle Investigate and report cases in the CTS application Facilitate client issue resolution and participate in RCA (Root Cause Analysis) teams to identify & resolve systemic issues across the business Active participation in Large Issue review meetings, responsible for the project to be completed on budget through tracking all project costs when leading complicated solutions to large issues Develop and maintain an indepth knowledge of all Veolia WTS and service offerings specific to P&D/Legacy Business and related products Qualifications Knowledge, Skills & Abilities Ability to multitask on several concurrent projects Ability to effectively present ideas and information verbally and through written documentation Demonstrated ability to work independently Be able to troubleshoot and repair mechanical and electrical components typically found in water treatment plants (pumps, blowers, valves etc.) via the phone with an operator or at a plant site Have working knowledge of PLC controls and basic abilities to modify and read PLC logic Be able to read and understand Process Flow Diagrams (PFDs), Process and Instrument Drawings (P&IDs), Electrical Drawings, Control Logic Summary Charts (CLSC) and Operating Sequence Charts (OSC) Required Qualifications 5 years experience with Veolia WTS systems or equivalent industry experience 5 years of client relationship management experience Preferred Qualifications Relevant field experience working on Veolia WTS products Background in Root Cause Analysis (RCA) tools Bachelors Degree or College Diploma with a minimum of 5 years of experience in a water treatment field Knowledge of and/or demonstrated ability to learn new equipment and processes related to Veolia WTS products and systems including but not limited to RO/ED, UF/MBR, Ion Exchange, P&D (purification & disinfection), ADT and Thermal technologies Additional Information Compensation The salary range is tied to the market for similarly benchmarked roles. The range is a guide and offers may be based on the individual candidates knowledge, skills, experience, market conditions, and internal peer equity. Depending on all the preceding considerations for the final selected individual candidate, the offer may be lower or higher than the stated range: $7078k (CAD), $6672k (USD). Please note: This role can be based in one of our offices across NORAM, or it can be 100% remotely, depending on the candidates experience and preference. There is minimal travel required to customer sites and Veolia offices, as deemed necessary. Veolia values diversity and inclusion and is proud to be an equalopportunity workplace. Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law. As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination. #J-18808-Ljbffr