Customer Support Engineer (2298) Massachusetts

MAIN FUNCTION OF JOB 

The effective provision of customer support for company products.  The role will encompass a range of tasks to include; carrying out product repairs and upgrades, demo equipment preparation, assisting staff and distributors with technical queries, shipment of products, plus facilitating the efficient handling of customer returns.

 Key responsibilities:

  1. Meet agreed team and individual performance objectives
  2. Provide direct support to customers, distributors and company staff for cameras and spectrograph products
  3. Carry out repairs including to electronics and PCB.
  4. Schedule and perform customer upgrades of cameras and spectrographs.
  5. Testing of demo units and preparing for demonstration purposes.
  6. Represent company in a professional manner
  7. Provide concise and accurate reports in a timely manner
  8. Attend training in Belfast as required (estimated at 2 visits per year but this may vary)
  9. Any other duties as may be reasonably be required from time to time by your line manager
  10. Prepare and ship products, including demo units, RMAs going to factory and returns to customer.
  11. Carrying out incoming inspection of new products.
  12. Preparing paperwork for export license control.

Essential Requirements

  • A degree in a relevant Engineering discipline
  • Good Communication and interpersonal skills
  • Computer Literacy
  • Must be able to communicate clearly in English, both written and orally

Desirable Requirements

  • Degree in electrical / electronic engineering
  • Experience working with high value products
  • Experience working in a customer facing role.
  • Experience with Cameras or Spectrographs

PROFESSIONAL SKILLS AND ABILITIES

Customer Focus:

  • Takes ownership of customer problems and issues, works to resolve them and see them through to resolution.
  • Is flexible, does “the right thing” and spends time understanding and meeting customer needs.

Critical Thinking & Problem Solving:

  • Demonstrates accountability for own decisions
  • Clearly defines the nature of a problem and articulates the required outputs for resolution

Additional Skills:

  • Good communication & interpersonal skills.
  • Team-oriented, methodical with attention to detail.