Engineer Customer Support Job Description
Engineer Customer Support Duties & Responsibilities
To write an effective engineer customer support job description, begin by listing detailed duties, responsibilities and expectations. We have included engineer customer support job description templates that you can modify and use.
Sample responsibilities for this position include:
Engineer Customer Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Engineer Customer Support
List any licenses or certifications required by the position: CCNA, R&S, CCNP, ITIL, CCIE, TLS, SSL, VCP, CCOS, CISCO
Education for Engineer Customer Support
Typically a job would require a certain level of education.
Employers hiring for the engineer customer support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Engineering, Technical, Computer Science, Electronics, Science, Electrical Engineering, Chemistry, Education, Military, Associates
Skills for Engineer Customer Support
Desired skills for engineer customer support include:
Desired experience for engineer customer support includes:
Engineer Customer Support Examples
Engineer Customer Support Job Description
- Provide our customers with break-fix reactive support for desktop, notebook and print products
- Assist fault management and field functions, provide technical support and guidance to resolve the fault
- Review Error reporting and find cause for authentication / authorization failure
- Troubleshoot Distributed architecture related issues for ACS
- Troubleshoot Identity store related issues including Microsoft AD
- Monitor/track the HPSM tool for the TT’s assigned to IPSupport Team
- Perform the recommendation activity & closely monitor the performance of the system
- Preparation, presentation and impact analysis on design changes and Network issues
- Communicate and document the root cause analysis of incidents and escalated issues
- Review, edit, and publish Tech Notes, RCAs, and knowledgebase articles
- Ownership of root cause analysis process, and ensure remediation of major issues
- Must be available and willing to travel, domestically and internationally as needed and be available for specific emergency on-call work
- Must be proficient with the use of a PC, Windows, and DOS based Operating Systems
- AS degree, technical certificate or equivalent and minimum of 2 – 5 years related work experience desired
- The candidate must have a technical background, Robotics experience a definite plus
- 3+ yrs direct customer support experience in Data Center technologies
Engineer Customer Support Job Description
- Providing training and product awareness within the RIC
- Provide occasional training and product support at customer sites
- Providing machine demonstrations and presentations
- Create and maintain demonstrations as required
- Take company products and perform applications engineering required for various aircraft types
- Support new STC's including Service Bulletins, Engineering Orders, OEM modifications and factory installed Bill of Material(BOM)
- Interface with FAA, OEM's, ODA's, DAR's, DER's, and outside suppliers on obtaining STC's as required
- Support STC Minor revisions requiring clerical support with clarifications and minor drawing changes
- Support STC Major revisions requiring support for BOM, additional features/data connections or options
- Provide in-service support to DPHM customer service staff and/or the end customer on diagnostic system installation field issues, troubleshooting or providing design solutions
- An energetic and spontaneous approach to work
- Systematic, punctual, independent, responsible and flexible attitude to work
- Excellent spoken and written communication skills in Finnish
- Cisco Certifications (CCxx)
- The physical demands defined below are representative of those that must be met by an employee to successfully perform the essential functions of this job
- The employee will regularly required to walk, stand, sit and talk or hear
Engineer Customer Support Job Description
- Responsible for internal and external escalations
- Ensure that service escalation procedures are complied with
- Report any customer complaints with proper documentation to the USC
- Ensure all customer requests, complaints and comments communicated are forwarded to the corresponding department for action
- Ensure highest levels of customer satisfaction by managing customer expectations and building strong relationships with customer contact
- Understand the responsibilities and fulfil the associated actions required by those elements of the Quality System, as defined in Hitachi Vantara Policies and Procedures, appropriate to the job function
- Identifying opportunities for improving Customer care, whether internal or external to Hitachi Vantara, and initiates actions using the appropriate improvement process
- Customer facing representation of Hitachi Vantara support methodology, all support related reporting between Hitachi Vantara and customer, SLA and SLO control
- Manage and involve customer support requests in case of any escalation, onsite intervention may be required
- Performing basic break/fix repairs following documented procedures
- Experience with Automated Liquid Handling, Micro-fluidics, and motion control systems preferred
- Ability to troubleshoot electro-mechanical problems remotely or on-site
- Experience with Automate Liquid Handling, Micro-fluidics, and motion control systems preferred
- Previous manufacturer related service experience
- Ability to troubleshoot over the telephone and in the field
- Bachelor’s degree in Chemistry, Electronics, or related discipline
Engineer Customer Support Job Description
- Register customer issues using G&D trouble reports and assist Global Support with problem resolution
- Provide technical expertise and support for customer queries regarding features and use cases of installed hardware and software
- Run regular reports on system performance for customers
- Provide daily reports of site activities to managers
- Pursue customer-initiated issues to closure and provide closure reports
- Understand the agreed set of periodic and reactive activities to be performed at the customer site as per the SLA between G&D and the customer
- Provide professional advice and technical consultation for sales and project management teams
- Travel to customer sites as advised by the reporting manager
- Interface with customers to ensure customer satisfaction with equipment and service levels, participate in customer operational/ status meetings
- Attain Equipment Service and Operation Certification on equipment and systems as defined Submit expected reports, such as Service and Status Reports, on all support activities as defined and expected by your manager
- Knowledgeable in multiple OS platforms with expertise in at least one of the following
- Analysing various protocols like HTTP,FTP, Instant messaging services
- Ideally you will come from a good engineering background
- Enjoy working as part of a team, being able to work independently and have a good sense of humour
- You are thoroughly familiar with Microsoft Office package and in-depth Excel and Power point skills are an advantage
- Installed base, spare parts and field modification management
Engineer Customer Support Job Description
- Provide input and recommendations for Internal Research And Development (IRAD) priorities and support business growth by researching and responding to customer solicitations
- Provide operator level maintenance and rudimentary hardware tech support for Iver AUV's at customer site
- Ability to travel (US and International) approximately 10-20%
- Understand and manage criticality/severity of customer’s problems prioritizing calls accordingly
- Manage customer expectations by creating action plans and involving other resources
- Maintain a fluid communication with customer during the resolution process
- Fault replication of customer problems when possible
- Provide robust and timely documentation to enable the management of the support delivery business
- Maintain high levels of technical knowledge in products assigned
- Actively participate in Software Support knowledge strategy by using the knowledge databases, generating and/or reviewing knowledge documents
- A few years’ experience in warehouse and inventory management, industrial maintenance or spare part services
- The ideal candidate will hold a Bachelor’s degree in chemistry, electronics or a related discipline with 2-3 years of experience
- Understanding of NDMP functionality
- Fluency in soundness disciplines (availability, security, ) and operational disciplines (systems management, change management)
- Desired ability to maintain Liquid Chromatography and LC Mass Spectrometry
- GMP/GLP compliance rigor and attention to detail