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:
- 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
