Job Summary:

The Technical Solutions Analyst II is responsible for providing technical and software support to customers utilizing Mueller IoT solutions, including but not limited to AMI, AMR, and other products. This position will provide proactive maintenance on monitored networks and systems with the goal of establishing and maintaining a specified service level/read rate. A key part of the team, the analyst serves as an escalation point for Tier 1 issues. The Technical Solutions Analyst II will report directly to a Technical Solutions Supervisor.

Primary Responsibilities:

§ First line analyst assigned to monitor and maintain one or multiple large AMI networks to achieve and maintain the Service Level Agreement (SLA) read rate of all end points.

§ Tier II escalation point for Teir 1 issues.

§ Directs and provides feedback on root-cause analysis and other problem-solving activities to identify effective corrective actions and process improvements and achieve a healthy read rate for assigned networks.

§ Monitor and maintain same day replies to support requests cases.

§ Work collaboratively with the other departments by providing feedback and quantifiable data from the field to drive product improvements and quality.

§ Build relationships with network contacts to become an effective partner and implement required actions to keep a network at or above SLA.

§ Monitor and react to key performance indicators (KPI) to drive positive team performance.

§ Participate in solution-driven discussions to identify new opportunities for driving product quality and support efficiency.

Qualifications:

§ Studies in Computer Science or related field.

§ 2+ years of experience in a technical support or AMI analyst role.

§ Strong knowledge of troubleshooting best practices and standards.

§ Excellent technical, analytical, project management, and communication skills.

§ Experience working in a team-oriented, collaborative environment.

Preferred:

§ Experience writing SQL queries.

§ Account Management experience.

§ Customer Success experience.

Individuals interested in this position should apply through the Mueller Water Products’ Career Portal (https://muellerwaterproducts.com/careers) or the website where this

position is being viewed. Mueller will contact desired applicants to proceed in the hiring process and will keep all applications in strict confidence. No recruiter contacts please.

Mueller offers an excellent salary and benefits package. Current benefit offerings include: medical and dental insurance, 401K plan with company match, paid parental leave, Employee Stock Purchase Plan program, short-term disability benefits, vacation, tuition reimbursement program, company-provided life insurance, long-term disability and supplement insuran

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other category protected by law.