Customer Engineer

Job Summary:

Join Vontas as a Customer Engineer and serve as a trusted technical partner for transit agency clients, helping them maximize the value of advanced CAD/AVL systems. In this highly visible, customer-facing role, you’ll troubleshoot complex issues, implement enhancements, and guide clients through new product deployments. You’ll stay ahead of evolving technologies to provide informed recommendations that improve system performance and operational efficiency. Acting as a front-line consultant, you’ll collaborate closely with internal teams to deliver seamless solutions and ongoing support. This role requires strong communication skills, technical expertise, and a customer-first mindset. Success comes from building deep client knowledge and translating it into tailored, high-impact solutions. This role reports to the Manager, Customer Engineering.

Job Description:

Duties/Responsibilities:

• Supports the external customer(s) as well as Vontas staff with problem tracking, resolution, and escalation
• Coordinate and conduct in person and remote (Zoom, Teams) customer meetings and training as needed.
• Keep customer informed of problem status and resolution
• Review all current outstanding cases with customers on a weekly or bi-weekly basis.
• Support onsite vehicle support of onboard hardware and software solutions
• Manage and maintain all aspects of the maintenance agreements with assigned clients
• Create development reports, FAQs and knowledge base articles
• Coordinate and install standard upgrades and patches as necessary
• Lead workflow process and software configuration sessions with customers
• Deliver training to customers as needed
• Prioritize and balance competing issues based on urgency (internal and external) and length of time outstanding
• Available for remote support after hours in an on-call rotation (compensated)
• Conduct property assessments to determine the health of the overall CAD/AVL system as well as feature usage by the users. Document customer processes and consult on improvements for better adoption of the current system
• Other duties as assigned.

Required Skills/Abilities:

• Excellent written and verbal communication skills.  Must produce job related documentation in the form of reports. Skilled at tailoring communication style to suite audience, ensuring understanding and fostering positive relationships. This position is very visible to the customer and must maintain a high level of professionalism.
• Proven consulting and troubleshooting skills, including proficiency with networking concepts and computer hardware.

• Ability to self-learn and seek out knowledge on new systems, including other third-party systems that may be in place at a customer site.
• Ability to adapt to new technologies and stay current with developments in software and hardware.
• Strong organizational skills with the ability to manage multiple priorities and maintain a positive, solutions-focused approach.
• Proficient in Microsoft Office Suite and related software(s).

Education and Experience:

• Bachelor’s degree in a technical discipline or equivalent experience with proven training in network administration and/or computer programming.  Minimum 5 years of related experience.
• Knowledge of advanced MS Windows\Server and application experience including remote desktop, command prompt and PowerShell.
• SQL Server and/or ORACLE database experience is preferred.
• Knowledge of the Public Transportation Industry, specifically with CAD/AVL, preferred but not required.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer/laptop.
• Ability to work in areas of confined and/or high elevation.
• Ability to travel up 50% of the time (including domestic and international), sometimes for extended periods, which may involve sitting during transit and walking at various locations.
• Must be able to life up to 25 pounds at a time.
• Must be able to handle high utilization of hand and wrist dexterity.

Disclaimers:

• All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a threat or risk to the health and safety of themselves or other employees.
• This job description in no way states or implies that these are the only duties to which will be required in this position. Employees will be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an “at-will” basis.
• Vontas remains and actively participates as an Equal Opportunity Employer/Affirmative Action Employer.

Worker Type:

Regular

Number of Openings Available:

1

We thank all applicants for their interest; however, only those who qualify for an interview will be contacted. *Professional recruiting agents or consultants need not call.