Customer Support Engineer - Technical Support Engineer

Customer Support Engineer

The level 3 CS Analyst is the final escalation point within the Customer Support Organization.  Production CS issues that cannot be resolved by levels 1 & 2 CS staff is escalated to the Level 3 CS Analyst. This Level 3 Analyst is capable of troubleshooting and resolving the most difficult and complicated issues.  This position works closely with Central Engineering, Product Management and Product Development.ESSENTIAL DUTIES AND RESPONSIBILITIES   The escalation point for CS production issues being escalated from CS Level 2 located in Belgium and Cranbury. Responsible for reproducing / confirming product defects and reporting such defects to Product Management for future consideration. Provide product training to CS level’s 1 & 2. Provide “on-site� production support to US Customers when needed. Responsible for escalating CS issues that could not be resolved by CS levels 1, 2 & 3 to Central Engineering and Product Development. Maintaining required product environments for the entire CS organization. Act as a back –up for CS Level 2 Analyst (Belgium and Cranbury). Provide after hours support as part of an on-call rotation schedule. Work to continuously increase CS level 2-product knowledge by reviewing escalated cases on a weekly basis. Ensure that all actions and discussions pertaining to issues escalated from Level 2 CS are completely documented in the CRM system.   Ensure that all levels of CS are informed and current of all product enhancements/ latest releases by working closely with the Product teams and sharing that information with the entire CS organization.   Depending on the circumstances, the Level 3 Analyst could be required to travel to client sites on short notice.

EDUCATION and/or EXPERIENCE: The ideal candidate will have a degree in Computer Science or Electrical Engineering, or a minimum 5 years experience in providing technical support on electronic imaging products or high-speed automation controls. Basic understanding of AC/DC circuits and ohms law. Experience in troubleshooting complex computer programmable digital logic circuits PLC’s. Ability to demonstrate a working understanding or fundamental knowledge of digital imaging (CCD) technology. Ability to logically troubleshoot software issues to determine the root cause and present suggested work around’s. Exhibit professional client facing skills. Ability to calculate figures and amounts pertaining to proportions, percentages circumference and volume. Ability to apply concepts of basic algebra and geometry. Must have in-depth knowledge of various Microsoft Windows Operating systems and MS SQL database.  Ability to support customers using Ethernet connections.  

We offer a competitive salary and comprehensive benefits package.

   

Please forward your resume and salary requirements.

 

www.systech-tips.com