Service & Solution Analyst -

Service & Solution Analyst - Role Purpose:

Location- Brazil

Department -

Industrial Program Office Environmental Division

Benefits - Benefits at Ideagen

Salary - To be discussed at next stage

The Service & Solutions Analyst is the primary operational and technical reference for the dedicated client account in Brazil. This role combines onsite field services, data reporting and visualization, and remote technical support into a single point of accountability. The person in this role ensures the continuity and quality of environmental monitoring operations at the client site, delivers recurring and ad-hoc reports and dashboards, and provides first-level remote support for hardware and software issues across assigned accounts in the region.

Responsibilities:

• Deliver onsite maintenance, installation, and configuration of environmental monitoring hardware
• Troubleshoot and repair equipment, ensuring minimal downtime and continuity of service
• Manage subcontractors and coordinate field activities and logistics
• Provide remote support across hardware and software, resolving first-line issues and escalating where needed
• Monitor connectivity, data ingestion, and device performance across client sites
• Manage tickets, RMAs, and work orders in line with SLAs
• Build and deliver dashboards and reports (e.g. Power BI) to provide clear, actionable insights
• Produce regular operational and performance reports for customers and internal stakeholders
• Analyse data to identify trends, issues, and opportunities for improvement
• Maintain strong client relationships, acting as a trusted advisor and point of contact
• Ensure compliance with HSE, quality standards, and continuous improvement practices

Skills and Experience:

• Bachelors degree in Electronic Engineering, Systems Engineering, Environmental Engineering, or related field.
• 35 years of experience in field services, technical support, or solutions delivery in environmental monitoring or industrial technology environments.
• Hands-on experience with environmental monitoring hardware and remote sensing equipment.
• Experience developing reports and dashboards using data visualization tools (e.g. Power BI or similar) required.
• Data analysis skills for operational and client-facing reporting.
• Experience with ticket management systems and SLA compliance.
• Ability to manage subcontractors and coordinate field logistics.
• Strong documentation and client communication skills.
• English: basic level required, advanced desirable.
• Portuguese: required (location-based role).

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

Were building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, youll thrive at Ideagen!

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at [email protected] . All matters will be treated with strict confidence.

At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible arrangements. If this is something you are interested in, please let us know during the application process. Enhance your career and make the world a safer place!

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