S3 Customer Support Coordinator Position Available In Allegheny, Pennsylvania

Reference #: 24590Are you interested in being part of an innovative team that supports Westinghouse’s mission to provide clean energy solutions? At Westinghouse, we recognize that our employees are our most valuable asset and we seek to identify, attract and recruit the most qualified talent while recognizing and encouraging the value of diversity in the global workplace.

Position Overview:

Westinghouse provides Global Instrumentation & Control (GIC) System Support Services (S3) for multiple energy customers, supporting over 40 nuclear power plants. The S3 Customer Support Coordinator is a critical role responsible for the orchestration, tracking, management, and reporting of all GIC customer issues. The Customer Support Coordinator is the first point of contact for our customers. The coordinator documents issues, addresses low complexity issues and routes more complex issues to the Subject Matter Experts based upon the reported issue. Additionally, the coordinator is responsible for identifying and developing new and/or better methods to support our customers.

Due to the need to cover extended business hours for hotline support, a flexible schedule is required to ensure coverage amongst the S3 team members.

This Role will include the following responsibilities:

Receive and document emergent customer issues via telephone Hotline, online issue/question reporting system, and/or email submissionsDevelops customer, inter-organizational and sub-supplier relationships, ensuring customer issues/questions are resolved in a timely mannerRole requires a flexible schedule for extended business hours call center coverage (M-F 06:00-18:00 EST) across the S3 team.

Coordinates troubleshooting and resolution of simple to very complex issues/questions.

Provides technical support of Level 0 to Level 2 issues/questions.

Routes Level 3 to Level 4 issues/questions to Subject Matter Experts for resolution.

Follows up with Subject Matter Experts and Customer Points of Contact to ensure issues/questions have been resolved/addressedMaintains ticket tracking system and supports monthly reports on ticket system metricsDevelops and maintains ‘Self Help’/’Self Service’ capabilities for customersSuccessfully defines work flows, roles & responsibilities, and recommends working relationships to obtain optimum customer responsiveness.

Identifies continuous improvement ideas to improve on customer satisfaction and leads development of funded projectsIdentifies resource needs and supports developing justification.

Provides inputs for departmental budgets and/or business plans for a small to mid-size department or business unit.

Required Knowledge/Skills, Education, and ExperienceBachelor of Science in STEM degrees.

Qualified applicants will have a minimum of 3 years of professional experience in an engineering/technology based industry, working in a design, development or test role, with at least 1 year designing, developing, or testing computer based systems. Preferred Knowledge/Skills, Education, and Experience7+ years of experience in an engineering/technology based industryBachelor of Science in an Engineering discipline, preferably computer relatedCustomer Service experienceStrong communication skills, both verbal and writtenKnowledge/experience with administrating SharePoint sites, libraries, & listsStrong technical, analytical, & data analysis skillsExperience with Distributed Embedded Control SystemsKnowledge/experience in overall design and operation of Pressurized Water Reactors (PWR) and systems.

Why Westinghouse?

Westinghouse offers competitive benefits to all our employees around the globe to keep them healthy and enhance their well-being. In the U.S. the following are representative of what we offer:

Competitive SalaryComprehensive Health, Wellness and Income Protection Benefits401(k) Savings Plan with Company MatchPaid Vacations and HolidaysOpportunities for Flexible Work Arrangemen sEducational Reimbursement ProgramEmployee Referral ProgramWestinghouse Electric Company is the global nuclear energy industry’s first choice for safe, clean, and efficient energy solutions. We enable our delivery of this vision by living our value system:

Safety and QualityIntegrity and TrustCustomer Focus and InnovationSpeed and Passion to WinTeamwork and AccountabilityWhile our Global Headquarters are located in Cranberry Township, PA, we have over 9,000 employees working at locations in 19 different countries. You can learn more by visiting http://www.westinghousenuclear.com.

Westinghouse is an Equal Opportunity Employer including Veterans and Individuals with DisabilitiesGet connected with Westinghouse on social media:

Twitter | Facebook | LinkedIn| YouTubeWestinghouse is an Equal Opportunity Employer — Minority / Female / Disability / VetAs an equal opportunity employer, Westinghouse Electric Company, LLC is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnams Veterans’ Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact Westinghouse for assistance.