Product Support Specialist, Birmingham, Alabama
JobShop
Birmingham, Alabama
The Product Support Specialist Is Responsible For The Resolution Of
Product Problems Escalated From Helpdesk/Onsite Support. Responsible For
Escalating Product Problems To Engineering & Continuing To Drive
Resolution. Influences Product Serviceability & Reliability. Influences
Helpdesk/Onsite Support Success Rate.
SCOPE & RESPONSIBILITIES
* Work With Product Engineering And All Levels Of Support
* Provide Product Specific Training (Repair & Diagnostics)
* Product Specific Problem Replication And Fix Verification
* Visit Customer Sites As Required To Progress Problem Resolution.
* Ensure Beta Release Training In Place For New Products
* Maintain Technical Library For Current Products/Components
* Research Formal Training - Inside/Outside Vendors
* Create Technical Information Bulletins, White Papers
* Ensure Regular Progression Of Resolution Efforts & Timely
Ultimate Resolution To Escalated Problems.
* Verify Case Tracking System Entries For Technical Competence
* Develop Trouble Shooting & FRU Replacement Procedures
* Recommend Product Release & Backline Support Process Improvements
* Provide Training On Tools/Diagnostic Skills
* Ensure Equipment, Instrumentation, And Tools Are Readily Available
* Carry A Pager, Cell Phone, Laptop For On Call As Necessary
* Responsible For Document Review (Tech Pubs)
* Train Helpdesk Staff & Field Engineers As Needed
* Interface With Support Planner As Required
* Must Understand And Operate Electronics Testing Equipment
To Diagnose Electrical Power And Signaling Issues Within And
Between Components And Systems.
* Take Lead On Developing And Executing Get Well Plans For
Problematic Customers.
* Take Lead On Developing And Executing Get Well Plans For
Increasing Annualized Failure Rates And/Or Other Systemic
Problems Affecting Customer Satisfaction.
EXPERIENCE & REQUIREMENTS: This Position Requires A Technical
Degree And A Minimum Of 7-10 Years Relevant Experience. The
Candidate Must Have Excellent Oral And Written Communications
Skills As Well As The Ability To Work Effectively With Team
Members. Experience With Operating Systems And Applications,
Especially Linux Based, Is Highly Desirable. The Candidate For
This Position Must Be Self Motivated And Able To Work Under
Pressure To Deliver A High Quality Product To The End Customer;
Must Also Be A Self Starter And Work Independently With Minimum
Supervision.
EDUCATION: Technical Degree In Electronics Engineering, Computer
Science Or Other Related Engineering Discipline Or Equivalent
Experience Backed By A Verifiable Track Record.
PHYSICAL REQUIREMENTS:
* Excellent Communication Skills.
* Ability To Work Extended Hours To Progress Problem Resolution
* Ability To Work Odd Hours On Call/as Needed
* Ability To Travel As Needed
How To Apply
To apply to this job or for more information about this job and other
great jobs, please send your resume to Deb...@SureJobsNetwork.com and/or
apply at the website http://www.SJCJobs.com/default.aspx?id=JobShop
--
Message posted using http://www.talkaboutjobhunting.com/group/alabama.jobs/
More information at http://www.talkaboutjobhunting.com/faq.html