Customer Operations Engineer Jobs

Maintain the Account Management Team Knowledge Base, ensuring process and compliance related documentation remain up to date at all times.

Always bring new ideas to the Account Management leadership team that will enhance the customer experience for the player.

Expert knowledge of customer service technologies, workforce management tools and CRMs.

Ensure changes are communicated to Account Management team members appropriately so that no issue slips through the cracks.

Manage a formal information and training acknowledgement process to ensure staff completion of relevant materials is documented.

Management of Account Management Tools & Systems:

Provide recommendations for technology selection and offer technical input to LP and Economics.

Coordinate remote support from additional Process Specialists as needed to support Licensor selection and technical basis-setting.

Possess 10+ years of experience in the Refining & Chemicals business with a focus on integration.

Previous experience in Project Engineering, Design, and Execution for refinery and chemicals plants.

Experience in chemicals derivative process licensor selection and technology analysis.

Experience in providing technical services for Olefins and Polymers.

Business development knowledge and, ideally, experience growing a business

Project management and account management

Experience working as a Director of Customer Success Operations or similar Operations role, with proven Operations and Technical expertise

Intimate knowledge of SQL and BI tools (ideally Snowflake and Looker)

Experience creating complex reports and proven experience applying data hygiene, intelligence, and governance principles

Experience communicating and reporting customer operations data and correlating it with other data sets to find trends and business-development insights

Coordinate and execute engineering projects under the Management of Change (MOC) process and Project Delivery & Governance Lifecycle framework (PDGL);

Possess advanced computer skills, analytical capabilities and the ability to problem solve;

Manage engineering activities relating to the operation and integrity of facilities, including regulatory functions but not limited to AER, ABSA, TSASK;

Maintain interface between Engineering, Operations, Commercial, Projects, Finance and Accounting teams;

Participate in knowledge sharing discussions with operation engineering team;

5 + years of experience in natural gas processing is ideal but consideration will be given to engineers in training;

A combination of these skills and experiences will support your success in this role:

Accountabilities include but are not limited to:

You thrive in a dynamic environment and seek opportunities for transformative change.

You embrace change, pivot and adapt with ease.

You work well with project-based work, diligently maintaining technical project files to ensure key assigned project deliverables are met.

You enjoy multitasking and balancing multiple files and projects in flight.

Experience in project engineering or management would be considered an asset;

This position requires advanced computer skills, analytical capabilities and the ability to problem solve.

Support the coordination of projects and communication between Engineering, Operations, Commercial and Finance/Accounting functional groups;

Candidates will be a Professional Engineer and be registered with APEGA with 5-10 years’ experience in a technical engineering role;

Demonstrated knowledge of safe work practices and protocols applied in the industry;

Pipeline and oilfield maintenance, construction and commissioning experience;

Support plant safety through the Management of Change (MOC) process and participation in hazard reviews

Computer programming skills ideally with experience programming in Python/Linux

Knowledge of and/or experience in operations research

Competitive salary, stock options, stock savings plan and benefits

2+ years of direct experience in Oil Sands, mineral processing or related industry

Post-secondary certification in machine learning preferred

Organize workload and determine priorities, communicate with management and colleagues to effectively work with customers in a professional manner

At least 2 years’ relevant customer service experience, ideally in B2B environment

Strong problem-solving skills to resolve customer complaints and customer service issues

Strong technology skills, including Microsoft-Office, e-Commerce platforms, ERP systems, CRM databases, report preparation, and multi-channel communication

SAP and Netsuite experience is preferred

Provide world-class customer service to our customers every day and in every interaction

Creating and updating technical documentation, including user guides and knowledge base articles.

2+ years of experience in support engineering, software engineering, or related field.

Experience in a customer-facing support role or engineering experience with a desire to be customer-facing.

Experience with support engineering for a technical product, or as a software engineer for a technical product

Knowledge of programming languages such as Go, Java, Python, or C++.

Knowledge in gRPC or Protocol Buffers.

Conduct personal effectiveness reviews of subordinates managers/specialists to build relationships and trust, and to improve effectiveness.

Requires a knowledge of customer operations sufficient to lead a staff of mixed trades.

Requires a good knowledge of English to effectively communicate.

Requires extensive experience in customer service and distribution.

Requires experience in handling complaints and dealing with retail customers, mid-sized customers, generators, LDC’s Municipalities.

A period of over 10 years and up to and including 12 years is considered necessary to gain this experience.

Impeccable time management and organizational skills.

Experience with project management processes, such as Scrum and Agile

Support project management tracking activities and task execution with ISG customers

College or University diploma or degree in Business, Finance, Economics, Marketing or a related discipline

Experience in a similar role at a high-growth company

Excellent verbal and written communication skills

Knowledge or experience working with Source Code Management tools (Git or Perforce etc).

Knowledge or experience working with Docker/Kubernetes is a big plus.

Assist developers and release managers who utilize the automation framework.

4+ yrs experience managing large scale production systems & debugging application/infrastructure issues.

Experience with various monitoring and provisioning tools, such as Zabbix, Jenkins.

Experience automating repetitive tasks using Rundeck or any scripting languages (Python, Shell Scripting etc)