Technical Support Engineer 2

JOB SUMMARY

The primary function of this position is to provide technical support related to hardware, software and applications for products to Field Engineers, Service Representatives and Customers. This position utilizes product knowledge and hands-on technical experience to troubleshoot, test, and validate RMA repairs and production systems prior to customer shipment, dispatch field service engineers, prepare service quotations, resolve problems and answer questions for a wide variety of people inside and outside the company. Additionally, this position maintains the customer service database, and generates reports as requested.

DUTIES AND RESPONSIBILITIES

1. Provide primary phone/e-mail support to respond to software, hardware and application questions and problems for products from Customers, Service Representatives and Field Engineers. Assumes ownership of customer questions/problems received until resolution.
2. Troubleshoot and provide technical assistance to Customers, Service Representatives and Field Engineers.
3. Audit and execute tests to complete PAs (performance assurance) of RMA repairs and production systems prior to customer shipment.
4. Prepare service quotations as necessary.
5. Dispatch Field Service Engineers as necessary.
6. Complete and maintain call tracking records to ensure closure of all calls and to maintain problem/solution information tracking and analyze product failure rates.
7. Identify and document software bugs and hardware design deficiencies for correction.
8. Write and distribute product support documentation on new and existing products. This includes support bulletins, troubleshooting tips, recommended spares lists and service plans.
9. Ensure continued supportability by contributing to the analysis of proposed ECN’s and CAR’s when requested and implementing approved ECN’s and CAR’s that affect Service.
10. Participate in the introduction of new products by performing serviceability reviews, developing service repair techniques and determining service spares requirements as required.
11. Generate reports from the customer service database as required.

OTHER RESPONSIBILITIES:

1. Complies with all quality policies, procedures and work instructions for this position.
2. Perform ISO duties as assigned and per the related procedures and work instructions for this assignment.
3. Performs other work -related duties as required.

POSITION INTERACTION

The services provided by the Technical Support Engineer have a direct impact on customer satisfaction. This is most often the first person the customer contacts regarding a problem with Company equipment and sets the stage for the customer perception of the Company's commitment to customer satisfaction. This position must evaluate the problem and how best to resolve it. This position decides whether the problem can be resolved over the phone, whether to escalate the call to another department (engineering, product management, etc.) or to dispatch a field service engineer to the customer site, and if so, what parts may be required to fix a problem.

CONTACTS/RELATIONSHIPS:

Internal:     Interfaces daily via phone and email with sales, field service engineers, application engineers, product engineers, product managers and order administrators to resolve problems, answer questions and dispatch people and/or parts as required. Interfaces as required with these same groups to evaluate serviceability of new products and write service support proposals.

External:    Interfaces as required via phone and email with Customers, Service Representatives and Reps/Distributors to resolve problems, answer questions and dispatch people and/or parts as required.

QUALIFICATIONS AND REQUIREMENTS

1. Minimum 5 years experience in electronic product engineering and/or service with technical responsibilities.
2. BSCS or BSEE with software and optics emphasis or equivalent knowledge and/or work experience.
3. Excellent analytical and problem-solving skills.
4. Windows Operating Systems.
5. Experience with Visual Basic.Net or similar is desirable
6. Excellent written and oral (phone and in-person) communication skills.
7. Professional appearance and demeanor are required.
8. Ability to work with minimal supervision.
9. Ability to work varying shifts, starting at 5:00 AM or ending at 6:00 PM or later.
10. Availability to travel as required in support of customers. Travel is expected to be approximately four trips per year but can vary depending on customer support issues and requirements.
11. Experience and knowledge of fiber optic concepts is preferred.
12. Multilingual skills are a plus.