TECHNICAL SUPPORT ENGINEER II

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 technical experience to 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. Prepare service quotations as necessary.
4. Dispatch Field Service Engineers as necessary.
5. Complete and maintain call tracking records to ensure closure of all calls and to maintain problem/solution information tracking and analyze product failure rates.
6. Identify and document software bugs and hardware design deficiencies for correction.
7. Write and distribute product support documentation on new and existing products. This includes support bulletins, troubleshooting tips, recommended spares lists and service plans.
8. 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.
9. Participate in the introduction of new products by performing serviceability reviews, developing service repair techniques, and determining service spares requirements as required.
10. Generate reports from the customer service database as required.

QUALIFICATIONS AND REQUIREMENTS

EDUCATION AND EXPERIENCE/TECHNICAL AND PROFESSIONAL SKILLS:

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. In-depth knowledge Windows Operating Systems.
5. Experience with Visual Basic.Net.
6. Excellent written and oral (phone and in-person) communication and negotiation skills.
7. Professional appearance and demeanor 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. Multi-lingual skills are a plus.

Benefits: Health, Dental, Life insurance, AFLAC supplemental insurance, short-term and Long-term disability insurance, flex plan, holiday benefits, vacation benefits, sick leave, bereavement leave, 401K, Employee assistance program, and quarterly bonuses.

MUST LIVE AND BE LEGALLY ALLOWED TO WORK IN THE UNITED STATES

Please submit a resume for consideration. Only those qualified applicants with a provided resume will be contacted.

If you would like to learn more about Telecommunications Opportunities please contact Phillip Holmes at (605)501-4731 or [email protected]

All qualified applicants will receive consideration without regard to race, age, color, sex (including pregnancy), religion, national origin, disability, sexual orientation, gender identity, marital status, military status, genetic information, or any other status protected by applicable laws or regulations.



GPAC (Growing People and Companies) is an award-winning search firm specializing in placing quality professionals within multiple industries across the United States since 1990. We are extremely competitive, client-focused and realize that our value is in our ability to deliver the right solutions at the right time.