Technical Support Engineer

 

Overall responsibility

Phone support for OPEX Field Service Technicians, Self Service Technicians, and OPEX Certified Dealers as they work through issues in customer sites.

 

Key areas of responsibility

Provide direction on troubleshootingSupply any additional resources needed by field personnel including, but not limited to schematics and other documentation, software, and part infoMaintain accurate records in call tracking systemUse all available resources to make sure field techs are able to support their customers to the fullest

 

Additional L2 responsibilities (if applicable)

Create and maintain knowledgebase of problems and solutions on specific equipmentAssist L1 reps with advanced troubleshootingConsult with Engineering group to work through complex problemsTest software and other machine upgrades prior to field releaseWork with Documentation group to create service bulletins, instructions and service manual updates

 

Consults with

Fellow Tech Support RepsTraining GroupSupport EngineersProduction Group

 

Qualifications

Efficient CommunicatorAdvanced troubleshooting skillsAbility to use troubleshooting tools such as DVM (Digital Voltmeter) etc.Ability to read and understand schematicsAbility to communicate technical information to both highly technical and non-technical audiencesAbility to remain composed in high pressure situations.Ability to prioritize and work on multiple tasksAbility to work with and understand Mechanical, Electrical and PC componentsMust be willing to work one weekend day