The Senior Product Performance Engineer is a key player in the Product Performance Engineering team that establishes and drives processes for dV5 platform to quickly identify and resolve emerging and trending field issues before they meaningfully degrade the customer experience or cost-to-serve.
Requirements
- Must be proficient with Snowflake, SQL and Tableau
- Familiarity with Python and other SW languages is a plus
- Strong analytic skills as proven by track record for analyzing complex problems
- Must be proficient in the use of Microsoft Office suite of applications
Responsibilities
- Understanding system function, hardware, software and the data structure of dV5 and the cross-functional teams
- Synthesize product and service data to provide product performance insights and drive action. This includes log data, manufacturing history, usage information, and other relevant performance details on emerging and trending complaints including understanding influencing factors such as hardware, software, I&A usage
- Partner with data analysts and data engineering to continuously enhance data availability, access, analysis methods, and insights for quicker identification of trends in product performance and streamlined communication of gaps/opportunities
- Rigorously pursue the root cause of issues and solution with clarity regarding the problem to be solved
- Drive solutions that enhance field knowledge, advance processes, improve efficient and effective responses to issues, and that increase issue resolution in lower tiers of support. Such solutions could improve troubleshooting workflows, user interface, and hardware or software tools.
- Use data and predictive analytics to create novel ways to utilize data, enhancing/expanding proactive support interventions, self-serve tools, and robotics program and Service insights
- Analyzing trends/patterns in field performance to highlight where escalated attention is needed or advocate cross-functionally for improvement areas
Other
- Minimum Education: Technical degree in engineering, data analytics/science, or a related field; Master’s preferred
- Minimum 5 years of multi-disciplinary applied engineering experience or data science experience
- Proven ability to work in teams cross-functionally – including leveraging expertise of others to solve problems
- Deep commitment to improving customer experience, with equally deep commitment to the success and impact of team and team members
- Demonstrated track record of critical thinking and asking questions to get to the root of an issue and identifying patterns in the face of ambiguity and unclear ownership
