Requirements
This role involves providing technical guidance and support related to our client’s products, addressing customer inquiries, and ensuring high-quality service. The goal is to meet customer needs through timely delivery and continuous improvement in product quality and service.
Key Responsibilities:
Oversee the management of Product Support Engineers, including resource allocation, performance evaluations, and cost control.
Manage customer support via phone and email, assisting current and prospective clients.
Report on customer feedback and issues to the Sales and Engineering teams in a timely manner.
Mentor and guide Product Engineers in problem-solving and minimizing unnecessary Return Merchandise Authorization.
Assist the Production team in troubleshooting issues related to legacy products as needed.
Collaborate with the Sales department to enhance customer satisfaction.
Support and troubleshoot the Return Merchandise Authorization process for Production site teams.
Handle and track Customer Product Support Tickets.
Develop and maintain dashboards to monitor department KPIs and ensure targets are met.
Drive product updates in coordination with other engineering teams based on support ticket resolutions.
Communicate any product irregularities to Engineering for investigation or rectification.
Provide recommendations on new testing methods for board and BIOS qualifications.
Step in as a Test Engineer or Test Engineering Lead when required.
Proactively identify opportunities to improve efficiency, product quality, and customer service, and work with the continuous improvement team to implement changes.
Recognize and manage potential risks in products, processes, and operational environments.
Qualifications and Job Information
Qualifications:
Associate degree or equivalent experience.
At least 4 years of experience in an Applications Engineering role or similar field.
Self-motivated with a strong understanding of computing platforms, personal computers, servers, and operating systems.
Familiarity with standard PC components, including GPUs, RAID and network cards, optical interfaces, com-ports, hard drives, video controllers, KVMs, and related accessories such as cables, power supplies, and backplanes.
Extensive experience troubleshooting server operations, from initial startup issues to hardware, BIOS, BMC, and system configuration challenges.
In-depth knowledge of processors and backplanes, including various board configurations, capabilities, and limitations, especially regarding OS and driver installations.
People management and performance evaluations experience