Product Support Engineer
hace 2 días
Education:
• Bachelor's degree or equivalent experience in engineering or technical field.
Experience:
• 3+ years supporting products and customers in a technical capacity.
• Familiarity with the Oracle ERP System.
• Strong organizational and problem-solving skills.
• Microsoft Office (Word, Excel, Power Point)
• Must be fluent in English.
Responsibilities:
• Manage open customer issues via tracking system.
• Provide data for periodic reports, such as usage metrics, support activity logs, open case reports.
• Find optimal solution by engaging in discussions with customers, applications, and sales.
• Consolidate and stay current on service manuals, retrofit instructions, technical bulletins, and parts lists.
• Provide prompt support to Service Technicians, Sales Engineers and Customers via email and phone to resolve non-routine technical problems.
• Escalate software defects and advanced issues to Tier 2 Product Support.
• Coordinate the Field Service Force Schedule to better assist customers with on site support.
• Stay up to date on new product features and improvements through collaboration with engineering and product marketing teams.
• Document quality control issues (iSight) and provide feedback to stakeholders
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