Customer Support Engineer

Job Details

Position ID: # EB-1331635093
Date Posted: 11/22/2021 5:25:28 PM
Location: Boston, MA
Job Type: Full Time
Salary (USD): $70,000 - $85,000

Job Description

Orion Talent, the nation’s largest military recruiting firm, is currently recruiting transitioning or former military professionals for a Customer Support Engineer

Position Details:
Location: New England Territory – work from home
Compensation: $75-80k salary + OT and bonus. Also eligible for $50/day per diem for any overnight travel.
W2: $95-100k+
Schedule: Monday – Friday typical business hours. Some weekends possible planned out or emergencies.
Travel: This is a work from home position. Expect 50% overnight travel.

Benefits: Employee benefit plans are excellent, rating among the top 10% nationwide for all industries! M edical, dental, life, and disability insurance – top of the line plans at a minimal out-of-pocket cost to employees. 401(k) retirement savings plan with matching employer contribution. Tuition reimbursement, Holidays, Sick days, Vacation days.

Position Description: Customer Support Engineer
The Customer Support Engineer operates in conjunction with the Customer Support Manager to perform field technical support on equipment for the company's PCB manufacturing customers.

Primary Duties
• Ensure that equipment functions properly by preparing sites, installing systems, gaining customer acceptance of systems, and doing post-installation checkups.
• Orient customer on use of equipment and provide training in conjunction with established customer training programs.
• Diagnose and remedy customer problems with equipment.
• Perform customer-site maintenance activities and undertake special projects planned by the regional management.
• Perform appropriate software/hardware technical changes, ECO’s, and upgrades on equipment.
• Remain in close contact with the Customer Support Manager for dispatch and reporting purposes, displaying a willingness to travel on short notice to customer sites at the request of the CSM. CSM should receive regular reports on status of customer machines.
• Operate professionally and in accordance with Customer Support procedures, utilizing the proper report forms and any other documentation needed for customer support. Maintain the integrity of reporting and data tracking systems by following procedures for opening and closing customer calls, updating on status, and completing the CSR (Customer Service Report) in a timely fashion.
• Work as a team with Response Center experts for technical support.
• Receive parts recommendations from the Response Center Experts and order spare parts as needed from the Stockroom, striving to maintain a low balance of unreturned spare parts.
• Together with other Engineers, set up, manage, and report on special projects which include:
o Coordinating test programs for software versions, hardware changes, and Alpha and Beta sites.
o Evaluating software, hardware, and other materials that have been integrated with products.
o Researching specific customer hardware problems for the purpose of generating solutions.
• Utilize personal knowledge of the systems in order to:
o Find practical, time-saving methods to optimize the customers' utilization of the systems and improve customer relations.
o Find problems and limitations with customers' hardware and software and recommend potential solutions regarding the purchase of new equipment or options.
o Train new Customer Support personnel.
• Report all findings from special projects, systems tests, and other activities to the CSM and/or Product Manager.
• Work to enhance personal knowledge, technical and professional skills in dealing with equipment, our industry, and our customers.
• Follow proper spare parts handling and inventory procedures.
• Reduce company expenses, (i.e., flight, automobile, hotel, and parts costs), as much as possible by developing cost-effective ways to travel to and service customers' equipment.
• Support sales efforts, (i.e., demonstrations and trade shows), in technical matters, as directed.
• Make suggestions about new projects and evaluations that will help achieve continuous improvement of system performance, customer satisfaction, and customer support procedures.

Job Posting

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