Engineer Customer Support Job Description

Engineer Customer Support Job Description

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Engineer customer support provides electronic design engineering knowledge to support engineering of new products of electro-mechanical downhole tools and electronic sub-assemblies.

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:

To work together and communicate effectively with all departments in order to maintain a good level of interaction within the field and within the office to quickly inform and advise customers on all service operations, plan changes, delays, cost overruns, safety and environmental issues
Insure correct information in SAP related to contractual obligations, quotations, invoicing
Solves product and network problems of high complexity
Provide Tier 1-3 technical support to troubleshoot and resolve hardware and software issues on LoadMaster devices
Works closely with the Global Director of Support for issues that require escalation
Consulting on system integration into aircrafts
Works independently, receiving minimal supervision, with no instruction on routine work and general instruction on new assignments
Answer questions on the function and usage on retail management software applications
Provide recommendations for configuration/setup of software applications including hardware, operating systems and database configurations
Responsible for troubleshooting and analysis of system bugs and enhancement

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:

C/C++
Professional experience with electronic and electro-mechanical engineering
Testing equipment used for verification/checkout and calibration of electronic equipment
Switching
Networking industry
Products and protocols
Routing
IP Telephony/Video
Telecom technologies
Linux

Desired experience for engineer customer support includes:

2+ years with Optical skills (SONET, DWDM, OC, SDH, ML, MSTP, etc)
CCNA/CCNP/VCP/Oracle DB/RHCE certification is desirable to have
Orientation towards teamwork
Capacity and passion to the customers
Should have some level of system knowledge and knows how to troubleshoot high CPU, crash and memory related issues
CCNP or Written-CCIE certification is a MUST, Full CCIE desired

Engineer Customer Support Examples

1

Engineer Customer Support Job Description

Job Description Example
Our company is growing rapidly and is looking for an engineer customer support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for engineer customer support
  • 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
Qualifications for engineer customer support
  • 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
2

Engineer Customer Support Job Description

Job Description Example
Our growing company is hiring for an engineer customer support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for engineer customer support
  • 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
Qualifications for engineer customer support
  • 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
3

Engineer Customer Support Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of engineer customer support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for engineer customer support
  • 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
Qualifications for engineer customer support
  • 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
4

Engineer Customer Support Job Description

Job Description Example
Our company is looking to fill the role of engineer customer support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for engineer customer support
  • 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
Qualifications for engineer customer support
  • 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
5

Engineer Customer Support Job Description

Job Description Example
Our innovative and growing company is hiring for an engineer customer support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for engineer customer support
  • 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
Qualifications for engineer customer support
  • 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

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